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HDI Service Desk Manager (SDM) Sample Questions:

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

A) Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
B) Release management is concerned with tracking and resolving incidents related to new products or product upgrades.
C) Release management is the capture and reuse of business and technical information.
D) Release management is a process that tracks all of an organisations property and resources using change management.

2. What three steps should be included when calculating Return On Investment?
(Choose 3)

A) Provide timeframe estimates for future service improvements.
B) Provide alternative suggestions for service desk staffing.
C) Identify cost savings or productivity benefits.
D) Identify operational quality improvements.
E) Report findings.

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

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

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

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

5. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Delegate responsibility for each phase of an initiative.
B) Undertake a risk analysis for each phase of an initiative.
C) Visualise your next management position.
D) Undertake a gap analysis.

Solutions: