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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

A) The customers authority level.
B) Key performance indicators.
C) The support resources available.
D) The incidents impact on the business.

3. Which of these models could you best use in an IT support environment?
(Choose 1)

A) Virtual support desk.
B) Virtual distributed Service Desk.
C) Distributed contact centre.
D) Business support desk.

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

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

5. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies safeguard the Service Desks staff from liability.
B) Security policies ensure that security is everyones concern.
C) Security policies are required by IT management.
D) Security policies protect the company and customers from unauthorised access.

Solutions: