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HDI Service Desk Manager (SDM) Sample Questions:

1. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Problem manager.
B) The Change manager.
C) The Service Desk manager.
D) The Release manager.

2. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Undertake a gap analysis.
B) Delegate responsibility for each phase of an initiative.
C) Undertake a risk analysis for each phase of an initiative.
D) Visualise your next management position.

3. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer if a colleague at their site can help with the conversation.
B) Ask a colleague on the service desk to take the call instead of you.
C) Ask the customer to e-mail them later.
D) Ask the customer to find a translation service and call you back.

4. Which is an effective method for monitoring calls?
(Choose 1)

A) Review escalation records.
B) Ask for information about calls from other staff.
C) Record the call.
D) Check the incident logs.

5. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Lower future insurance premiums.
B) Meeting regulatory requirements.
C) Improved management of risk and resources.
D) Effective recovery of business systems.

Solutions: