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HDI Service Desk Manager (SDM) Sample Questions:

1. What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A) Objective management.
B) Performance management.
C) Service level management.
D) Risk management.

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

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

3. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Ability to record, track and manage incidents, problems and changes.
B) Forms the core process element for incident management.
C) Helps customers fix problems more quickly.
D) Is able to analyse and smooth resource peaks and troughs.

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

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

5. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management restricts the improper use of software.
B) IT asset management is a comprehensive IT library.
C) IT asset management controls the Service Desks hardware.
D) IT asset management is lifecycle management for IT equipment.

Solutions: