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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best explanation of strategic planning?
(Choose 1)

A) Medium-term projects that are necessary to enable realisation of the long term projects.
B) The detailed plan for achieving the objectives set by the strategic plan.
C) A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D) Development of corporate strategies for promotion of services.

2. What best describes the goals of IT Service Management?
(Choose 1)

A) IT Service Management aligns business services to IT services.
B) IT Service Management aligns IT services to the organisations needs.
C) IT Service Management means that organisational needs are controlled by IT services.
D) IT Service Management means that IT services are visibly controlled by the organisation.

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

4. Which is considered to be a business best practice quality model?
(Choose 1)

A) HDI certification.
B) CMM.
C) COBIT.
D) Six Sigma.

5. Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

A) Change management.
B) Incident management.
C) Knowledge management.
D) Problem management.

Solutions: