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HDI Service Desk Manager (SDM) Sample Questions:

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

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Perform risk analysis.
B) Implement stand-by procedures.
C) Determine the strategy.
D) Undertake a business impact assessment.

3. What is the best explanation of strategic planning?
(Choose 1)

A) Medium-term projects that are necessary to enable realisation of the long term projects.
B) Development of corporate strategies for promotion of services.
C) A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D) The detailed plan for achieving the objectives set by the strategic plan.

4. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Knowledge management.
B) Incident management.
C) Change management.
D) Problem management.

5. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) Senior management.
B) A first level support team.
C) Another internal support team.
D) A customer focus group.

Solutions: