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HDI Service Desk Manager (SDM) Sample Questions:

1. You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A) That your marketing strategy is succeeding.
B) That your understanding of the expected and desired role of the Service Desk is recognized.
C) That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
D) That your request for additional service desk staff will be agreed to.

2. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a customer driven document detailing the contractual obligations of IT.
B) A service catalogue is a list of all IT systems.
C) A service catalogue is a detailed list of applications and sub-systems.
D) A service catalogue is a record of systems and services in the SLA.
E) A service catalogue is a list of business services provided by IT.

3. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Set task priorities to meet senior management directives.
B) Oversee all day-to-day tasks.
C) Delegate and empower where appropriate.
D) Set rigid target deadlines for each tasks activities.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures minimises performance problems.
B) Following standard operating procedures enables faster, more efficient service.
C) Following standard operating procedures increases employee satisfaction.
D) Following standard operating procedures allows metrics to be captured.

5. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The number of items in each organisations Configuration Management Database.
B) The costing methodology used in the benchmark partners SLAs.
C) The different goals and objectives of each organisation.
D) The different corporate cultures.

Solutions: