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HDI Service Desk Manager (SDM) Sample Questions:

1. Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

A) Acquiring understanding of key business issues for your organization.
B) Networking with people in other organisations.
C) Delivering a presentation to your senior management.
D) Encouraging your staff to participate in intra-departmental projects.
E) Attending an executive seminar.

2. You manage an internal Service Desk and are about to roll out a major project.
Call volume is expected to increase as a result and you are looking for outside help from another organisation.
You require the organisations staff to work on your site. What best describes the solution you are considering? (Choose 1)

A) Recruiting. rialZ br
B) Off-site outsourcing.
C) Insourcing.
D) On-site outsourcing.

3. What metric is not expected from Incident Management?
(Choose 1)

A) SLA performance.
B) Number of RFCs.
C) Number of service requests.
D) Fix and response times.

4. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing reduces capital expenditure and increases headcount.
B) Off-site outsourcing increases capital expenditure and reduces headcount.
C) Off-site outsourcing reduces capital expenditure and headcount.
D) Off-site outsourcing increases capital expenditure and headcount.

5. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Operational targets reflect IT needs.
B) Accurate SLA reporting.
C) Improved customer feedback.
D) Reduced incidents.

Solutions: