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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define co-operative activities.
B) A key requirement for successful project management is to define your role in the project.
C) A key requirement for successful project management is to define project objectives.
D) A key requirement for successful project management is to define stand-alone activities.

2. What is the most likely benefit of using IT asset management?
(Choose 1)

A) IT asset management protects the Service Desks assets in the event of a disaster.
B) IT asset management allows you to determine the total cost of ownership for the Service Desk.
C) IT asset management improves the accuracy of the knowledgebase.
D) IT asset management minimises the impact that changes have on customers.

3. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It ensures consistent first level responses.
B) It provides excellent examples of unique call handling techniques.
C) It identifies areas where analyst skills can be improved.
D) It allows regular assessment of incident types.

4. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents allows you to address situations proactively.
B) Monitoring incidents keeps problems to a minimum.
C) Monitoring incidents allows you to react quickly to unforeseen situations.
D) Monitoring incidents keeps track of important customers.

5. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Recruit only from the pool of recent college graduates.
B) Rehire previous employees who already know the job.
C) Focus on the technical skills of prospective employees.
D) Let your team interview prospective employees.

Solutions: