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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure a standard approach to changes is utilised.
B) To ensure the customers are unaware of changes.
C) To ensure that changes are approved on a basis of cost.
D) To ensure that all changes are processed rapidly.
E) To ensure changes are processed efficiently.

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Determine the strategy.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Undertake a business impact assessment.

3. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Operational targets reflect IT needs.
B) Reduced incidents.
C) Improved customer feedback.
D) Accurate SLA reporting.

4. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) A wide range of emotions.
B) A clear sense of dedication and purpose.
C) Involvement in decisions.
D) A clear sense of fun and community.
E) High morale and motivation.
F) A broad mix of skills.

5. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A) Talk the customer through the steps to resolve the problem.
B) Dispatch a deskside support analyst to address the incident.
C) Schedule a callback to resolve the problem in the morning.
D) Transfer the customer to the software vendor for support.

Solutions: