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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best explanation of strategic planning?
(Choose 1)

A) Development of corporate strategies for promotion of services.
B) Medium-term projects that are necessary to enable realisation of the long term projects.
C) A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D) The detailed plan for achieving the objectives set by the strategic plan.

2. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Release manager.
B) The Problem manager.
C) The Service Desk manager.
D) The Change manager.

3. Which is considered to be a business best practice quality model?
(Choose 1)

A) HDI certification.
B) COBIT.
C) CMM.
D) Six Sigma.

4. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that you staff according to the objectives of ITSM.
B) Ensuring that shifts all have the same number of staff.
C) Ensuring that unplanned absences are allowed for in the rota.
D) Ensuring that adequate staff are available to provide IT services as defined in the SLA.

5. What is the primary goal of problem management?
(Choose 1)

A) The primary goal of problem management is to eliminate the cause of incidents.
B) The primary goal of problem management is to resolve incidents quickly.
C) The primary goal of problem management is to reduce the number of incidents.
D) The primary goal of problem management is to restore normal service.

Solutions: