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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key benefit of change management?
(Choose 1)

A) A reduction in the number of problems.
B) Minimised service disruption.
C) An increased number of changes.
D) An accurate Configuration Management Database (CMDB).

2. What are two best practices for retaining valuable members of your team?
(Choose 2)

A) Provide your employees with a clear career path.
B) Let members of your team figure out the job for themselves.
C) Pay better than the industry average for the position.
D) Avoid criticising the members of your team and praise regularly.

3. What are two critical success factors for Problem management?
(Choose 2)

A) The quality of service is stabilised.
B) The cost of IT to the business is justified.
C) The cost of IT to the business is reduced.
D) The impact of problems on business activity is eliminated.
E) The proper classification of incidents is consistent.

4. Which is a principal activity within security management?
(Choose 1)

A) Development of plans for secure access to configuration items.
B) Development of skills to control system access.
C) Re-setting passwords.
D) Development of security plans to meet SLAs.

5. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Reporting performance weaknesses immediately to the board.
B) Holding meetings with customers.
C) Focusing more on performance weaknesses identified.
D) Holding meetings with competitors.

Solutions: