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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Effective recovery of business systems.
B) Lower future insurance premiums.
C) Improved management of risk and resources.
D) Meeting regulatory requirements.

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

3. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Change management.
B) Problem management.
C) Knowledge management.
D) Incident management.

4. What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

A) A good marketing strategy gives the Service Desks analysts more accountability.
B) A good marketing strategy shrinks the Service Desks headcount.
C) A good marketing strategy increases awareness that the Service Desk provides a return on investment.
D) A good marketing strategy decreases the total cost of ownership for the Service Desk.
E) A good marketing strategy increases awareness that the Service Desk provides the best point of contact.

5. What are two critical success factors for Problem management?
(Choose 2)

A) The proper classification of incidents is consistent.
B) The cost of IT to the business is reduced.
C) The cost of IT to the business is justified.
D) The quality of service is stabilised.
E) The impact of problems on business activity is eliminated.

Solutions: