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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure the customers are unaware of changes.
B) To ensure that all changes are processed rapidly.
C) To ensure changes are processed efficiently.
D) To ensure a standard approach to changes is utilised.
E) To ensure that changes are approved on a basis of cost.

2. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A) SLAs in an outsourcing situation should include guaranteed fix times.
B) SLAs in an outsourcing situation should include guaranteed use of named individuals.
C) SLAs in an outsourcing situation require less detail.
D) SLAs in an outsourcing situation require greater detail.

3. Which two of the following are key components of a marketing programme?
(Choose 2)

A) Communication to all stakeholders in a similar manner.
B) Planning and scheduling ongoing communication.
C) Targeting messages to all IT.
D) Defining the message and communicating to the relevant audience.
E) Identifying the key customers.

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

A) IT configuration management identifies illegally installed or unlicensed software.
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 allows information to be automatically entered into the knowledge base.

5. What is the relationship between the Service Desks average speed to Answer and its abandon rate?
(Choose 1)

A) The average speed to Answer has no effect on the abandon rate.
B) If the average speed to Answer is low then the abandon rate is likely to be high.
C) If the average speed to Answer is high then the abandon rate is likely to be low.
D) If the average speed to Answer is high then the abandon rate is likely to be high.

Solutions: