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HDI Service Desk Manager (SDM) Sample Questions:

1. What three steps should be included when calculating Return On Investment?
(Choose 3)

A) Identify operational quality improvements.
B) Identify cost savings or productivity benefits.
C) Provide alternative suggestions for service desk staffing.
D) Provide timeframe estimates for future service improvements.
E) Report findings.

2. Part of your induction programme for a new starter includes assignment of a buddy for the duration of their induction. What are two of the most important reasons for doing this?
(Choose 2)

A) It speeds up the process of getting them to a level of acceptable competency.
B) To be assigned as a buddy is part of your teams KPIs.
C) They have less need to refer to the standard operating procedures.
D) It creates a sense of security for the new team member.

3. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Logging all assets as Configuration items.
B) Improving financial control of assets.
C) Reducing incidents and problems.
D) Improving risk analysis.

4. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team is unsure of how to resolve the problem.
B) Your team cannot resolve the problem using remote support methods.
C) Your team is short-staffed due to training commitments.
D) Your team should be more visible in the company.

5. What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

A) The cost of CIs arranged by department.
B) How many CIs relate to each IT system.
C) How many CIs identified that are not authorised.
D) How many CIs each department has.

Solutions: