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HDI Service Desk Manager (SDM) Sample Questions:

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

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

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

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

3. What are two standard operational metrics for Change management?
(Choose 2)

A) How many CAB members attended meetings over a period of time.
B) How many RFCs have been submitted over a period of time.
C) How many RFCs have been discussed over a period of time.
D) How many RFCs have been rejected over a period of time.

4. What is the best description of remote control support?
(Choose 1)

A) Remote control support allows the analyst to take control of the customers system from a remote location.
B) Remote control support allows the analyst to control which applications a customer can use from a remote location.
C) Remote control allows the analysts supervisor to take control of a call from a remote location.
D) Remote control allows the customer to control which analyst will provide support from a remote location.

5. What is the main purpose of Configuration Management?
(Choose 1)

A) To support Incident management with accurate configuration information.
B) To provide a model of the IT infrastructure.
C) To manage assets and control costs in the IT infrastructure.
D) To manage risk by documenting the infrastructure and all equipment.

Solutions: