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

2. 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) Execute the suggestion.
D) Discuss further with the team, provide feedback and seek consensus before taking further action.

3. What is one of the main benefits of incident monitoring?
(Choose 1)

A) It provides excellent examples of unique call handling techniques.
B) It identifies areas where analyst skills can be improved.
C) It ensures consistent first level responses.
D) It allows regular assessment of incident types.

4. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Offer a low starting salary but describe a possible career path.
B) Recruit staff who are younger than you.
C) Ensure the age and gender balance is equal.
D) Make sure job descriptions are accurate.
E) Perform a gap analysis of your team.

5. What is the main purpose of Configuration Management?
(Choose 1)

A) To support Incident management with accurate configuration information.
B) To provide a model of the IT infrastructure.
C) To manage risk by documenting the infrastructure and all equipment.
D) To manage assets and control costs in the IT infrastructure.

Solutions: