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HDI Service Desk Manager (SDM) Sample Questions:

1. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team is unsure of how to resolve the problem.
B) Your team is short-staffed due to training commitments.
C) Your team cannot resolve the problem using remote support methods.
D) Your team should be more visible in the company.

2. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Logging all assets as Configuration items.
B) Improving financial control of assets.
C) Improving risk analysis.
D) Reducing incidents and problems.

3. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

A) The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
B) The key role of the Service Desk is to enforce service level agreements.
C) The key role of the Service Desk is to demonstrate its value to the organisation it serves.
D) The key role of the Service Desk is responsibility for the management of incidents.
E) The key role of the Service Desk is to provide technical support services to the executives in a timely manner.

4. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that you staff according to the objectives of ITSM.
B) Ensuring that unplanned absences are allowed for in the rota.
C) Ensuring that shifts all have the same number of staff.
D) Ensuring that adequate staff are available to provide IT services as defined in the SLA.

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

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

Solutions: