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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They seem to get into a lot of arguments and are always very cynical.
B) They have a lot of folders open on their desk and always appear to have too much work to do.
C) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
D) They are often late for work and get irritable when it is mentioned.

3. What should be the focus for developing a Configuration Management process?
(Choose 1)

A) Logging all assets as Configuration items.
B) Improving financial control of assets.
C) Improving risk analysis.
D) Reducing incidents and problems.

4. Which statement best describes IT asset management?
(Choose 1)

A) IT asset management is lifecycle management for IT equipment.
B) IT asset management is a comprehensive IT library.
C) IT asset management restricts the improper use of software.
D) IT asset management controls the Service Desks hardware.

5. Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

A) Appointment and training of fire marshals.
B) Updating ongoing operational procedures.
C) Finding the correct offsite backup storage location.
D) Business Impact Assessment.
E) Implementing standby arrangements.

Solutions: