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HDI Service Desk Manager (SDM) Sample Questions:

1. You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)

A) A company events calendar.
B) Staff biography.
C) Customer of the month.
D) Performance measurements.

2. Which is a principal activity within security management?
(Choose 1)

A) Development of plans for secure access to configuration items.
B) Re-setting passwords.
C) Development of security plans to meet SLAs.
D) Development of skills to control system access.

3. What is the most important benefit of benchmarking?
(Choose 1)

A) Benchmarking justifies requesting additional money for the budget.
B) Benchmarking removes the risk of outsourcing.
C) Benchmarking identifies ways of reducing headcount.
D) Benchmarking provides the basis for improvement initiatives.

4. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Set up SLA reporting, then get customers and IT signed off.
B) Develop KPIs, then OLAs, then related SLAs within line contracts.
C) Agree and sign off SLAs and OLAs, then build a service catalogue.
D) Plan, negotiate, implement, deliver.

5. What two actions will help you to establish good relationships with other support teams?
(Choose 2)

A) Develop strategies that allow the Service Desk to be recognised as the leader in all support requirements.
B) Communicate the project, goals and objectives of the Service Desk.
C) Ensure your team understands the roles and responsibilities of other teams.
D) Develop plans that allow other teams to be seen as fundamental to successful support activities.

Solutions: