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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
B) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organisational change management is a standard that guides development activities.
D) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.

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

3. Which two are key characteristics of an effective manager?
(Choose 2)

A) Demands extra effort to meet deadlines.
B) Develops effective procedures and implements them.
C) Continually champions the business goals and culture.
D) Understands business direction.

4. 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) The whole IT organisation is aware of the business and service continuity plan.
C) IT risk is spread over two or more sites.
D) SLA measures are never impacted.

5. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure changes are processed efficiently.
B) To ensure a standard approach to changes is utilised.
C) To ensure that changes are approved on a basis of cost.
D) To ensure that all changes are processed rapidly.
E) To ensure the customers are unaware of changes.

Solutions: