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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing is the structured downsizing of a Service Desk.
B) Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
C) Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
D) Off-site outsourcing is a poor substitute for loyal employees.

2. 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) Develop plans that allow other teams to be seen as fundamental to successful support activities.
D) Ensure your team understands the roles and responsibilities of other teams.

3. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)

A) Staffing policies and procedures.
B) Budgeting calculations.
C) Stocks and Bonds calculations.
D) Unit costs calculations and analysis.
E) Return on investment calculations.

4. What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)

A) Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
B) Implementing a knowledge management system helps build rapport among teams in the Service Desk.
C) Implementing a knowledge management system increases the customers dependency on support services.
D) Implementing a knowledge management system supports computer telephony integration.

5. Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

A) The CIO has up to date information all the time.
B) SLA measures are never impacted.
C) The whole IT organisation is aware of the business and service continuity plan.
D) IT risk is spread over two or more sites.

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