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HDI Service Desk Manager (SDM) Sample Questions:

1. What two steps should we take to manage the service expectations of stakeholders?
(Choose 2)

A) Build SLAs based on IT measures.
B) Use KPIs to calculate service ROI.
C) Build a catalogue of systems for all customers.
D) Use customer surveys to identify business needs.
E) Provide several channels that provide information about the Service Desk.

2. Which of the following best describes error control?
(Choose 1)

A) Managing the error process.
B) Proactive management of problems.
C) Identifying errors to be addressed by Change Management.
D) Identifying underlying causes of incidents.

3. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

A) Always, without exception.
B) Only if the CIs are comprehensive.
C) Sometimes.
D) Always, where possible.

4. Which is a method for assessing team development needs?
(Choose 1)

A) Skills gap analysis.
B) Benchmarking.
C) Call monitoring.
D) Knowledge management.

5. What is the best description of the activities of the incident management process?
(Choose 1)

A) Incident management performs root cause analysis on each incident or request.
B) Incident management records, documents and categorises all incidents or requests.
C) Incident management ensures affected customers are using only approved workarounds.
D) Incident management identifies the departments responsible for generating the most incidents.

Solutions: