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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary objective of workforce management?
(Choose 1)

A) To identify the resourcing requirements needed to meet demand and achieve goals.
B) To reduce headcount.
C) To undertake comprehensive research into the workforce management practices of top service organisations.
D) To undertake and structure organisational change.

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

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

3. Which three are typical characteristics of successful projects?
(Choose 3)

A) A plan is developed for all aspects of communication.
B) Meetings are scheduled according to availability of staff.
C) The number of people required for the project is agreed on.
D) The project is not discussed openly until project completion.
E) All Interested parties are recognized.

4. What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

A) Customers should expect the service desk to provide value for the money spent on it.
B) Customers should expect all incidents to be fixed at first point of contact.
C) Customers should expect a consistent response to their requirements.
D) Customers should expect service desk staff to be expert in all technology areas.
E) Customers should expect their status in the organisation to be recognized.

5. What is the best description of scheduling?
(Choose 1)

A) Determining shift preferences of your staff.
B) Determining the tasks undertaken by your staff.
C) Determining the number of staff.
D) Determining the most effective assignment of staff to meet SLA requirements.

Solutions: