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HDI Service Desk Manager (SDM) Sample Questions:

1. Which are the two most appropriate situations for providing deskside support?
(Choose 2)

A) Provide deskside support to address an urgent requirement.
B) Provide deskside support only if the SLA requires it.
C) Provide deskside support if you must replace the customers hardware.
D) Provide deskside support if the Service Desk is not busy.
E) Provide deskside support if you need to calm the customer down.

2. What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

A) Identifying the desired state.
B) It is more effective than performing a cost benefit analysis.
C) Recognising that the current levels of service are better than expected.
D) Suggesting where improvements could be made.

3. What are three key activities of the incident management process?
(Choose 3)

A) Tracking incidents.
B) Responsibility for all incidents until they need to be escalated.
C) Determining the impact of an incident.
D) Providing initial root cause analysis.
E) Classifying all incidents.

4. What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

A) Self-service tools keep customers dependent on the Service Desk.
B) Self-service tools provide consistent responses to repetitive requests.
C) Self-service tools encourage more customers to call for support.
D) Self-service tools improve the rapport between customers and analysts.

5. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management allows information to be automatically entered into the knowledge base.
B) IT configuration management enables more efficient usage of software.
C) IT configuration management recovers critical systems information after a software failure.
D) IT configuration management identifies illegally installed or unlicensed software.

Solutions: