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HDI Service Desk Manager (SDM) Sample Questions:

1. Which is a framework or standard for service desk best practice?
(Choose 1)

A) COBIT.
B) ISO9002
C) Six sigma.
D) TQM.
E) ITIL.

2. What are the two best descriptions of the role of telephone support?
(Choose 2)

A) It is the preferred method of support for all customers.
B) It uses an effective process for call escalation if the analyst is unable to resolve the call.
C) It is the most cost-effective method of support.
D) It may offer levels II and III support.

3. Which statement best describes a service level agreement?
(Choose 1)

A) The SLA is a document that sets expectations for customers and the Service Desk.
B) The SLA is a document created by Service Desk management.
C) The SLA is an agreement with other internal support groups.
D) The SLA is an agreement to manage changes to services that may be required.

4. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Give serious consideration to what people will think of you if your ideas do not work.
B) Make a presentation to other teams letting them know what you have done.
C) Implement your ideas as soon as you have decided on the best course of action.
D) Discuss with other managers to identify the possible effects of your actions on others.

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

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

Solutions: