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HDI Service Desk Manager (SDM) Sample Questions:

1. Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A) Provided opportunities for development.
B) Offered low basic salaries with high performance related pay possibilities.
C) Developed a scheme that rewards star performers.
D) Explained the teams goals and objectives.
E) Offered your team involvement in decisions that affect them.
F) Provided daily donuts and fruit juice for all the team.

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Implement stand-by procedures.
B) Determine the strategy.
C) Perform risk analysis.
D) Undertake a business impact assessment.

3. If your team is performing effectively, which three of these characteristics should they display?
(Choose 3)

A) Involvement in decisions.
B) High morale and motivation.
C) A clear sense of fun and community.
D) A clear sense of dedication and purpose.
E) A broad mix of skills.
F) A wide range of emotions.

4. What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

A) Interactive voice response monitoring.
B) Regular KPI monitoring.
C) System network monitoring.
D) Random call monitoring.
E) Video monitoring.

5. What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

A) Verify that other departments / teams support the project and its objectives.
B) Determine your team requirements to support the central objectives.
C) Guarantee that Service Desk resources are available.
D) Ensure that all projects comply with the service level agreement.
E) Ensure all projects have a documented business case.

Solutions: