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HDI Service Desk Manager (SDM) Sample Questions:

1. Which best describes the order for developing the Service Level Management process?
(Choose 1)

A) Develop KPIs, then OLAs, then related SLAs within line contracts.
B) Plan, negotiate, implement, deliver.
C) Agree and sign off SLAs and OLAs, then build a service catalogue.
D) Set up SLA reporting, then get customers and IT signed off.

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. What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

A) Monitoring incidents allows you to address situations proactively.
B) Monitoring incidents keeps track of important customers.
C) Monitoring incidents keeps problems to a minimum.
D) Monitoring incidents allows you to react quickly to unforeseen situations.

4. What is a typical feature of an IT Service Management system or tool?
(Choose 1)

A) Helps customers fix problems more quickly.
B) Ability to record, track and manage incidents, problems and changes.
C) Forms the core process element for incident management.
D) Is able to analyse and smooth resource peaks and troughs.

5. You are meeting with your team to discuss staffing hours. Your team suggests that flexible working hours would better match staffing with workload and that it would also better help staff meet their personal needs. As the manager, what should you do?
(Choose 1)

A) Assign the idea to a corporate consultant for consideration.
B) Inform your team that the suggestion will be considered during the annual planning process.
C) Discuss further with the team, provide feedback and seek consensus before taking further action.
D) Execute the suggestion.

Solutions: