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HDI Service Desk Manager (SDM) Sample Questions:

1. Which three are typical characteristics of successful projects?
(Choose 3)

A) A plan is developed for all aspects of communication.
B) All Interested parties are recognized.
C) The project is not discussed openly until project completion.
D) Meetings are scheduled according to availability of staff.
E) The number of people required for the project is agreed on.

2. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) Senior management.
B) A customer focus group.
C) A first level support team.
D) Another internal support team.

3. What is the best description of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing is the structured downsizing of a Service Desk.
B) Off-site outsourcing is the use of an external supplier to provide required services for your organisation, using their own facilities.
C) Off-site outsourcing is the use of a 3rd party to complement the services your team provide.
D) Off-site outsourcing is a poor substitute for loyal employees.

4. What is considered to be a type of one-way information gathering?
(Choose 1)

A) Using open questions.
B) Voice mail.
C) Chat room.
D) Telephone conversation.

5. Which statement most accurately describes what must be included in an IT change management process?
(Choose 1)

A) The service level agreement must be modified to include the change.
B) The Service Desk must commit to the change even if it fails.
C) Any cross-cultural communication issues must be rectified.
D) The possible risks of the proposed change must be assessed.

Solutions: