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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. 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.

3. Which two activities are part of the release management process?
(Choose 2)

A) Designing and coding software.
B) Training and communication.
C) Managing the Definitive Software Library.
D) Tracking Requests for Change.
E) Building the Configuration Management Database.

4. We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)

A) Planning and following through activities.
B) The ability to communicate a clear vision and direction.
C) Helping the team complete even the most mundane tasks.
D) Being an effective and engaging speaker.
E) Being at work early and finishing late.

5. What is a best practice for recruiting the best possible staff?
(Choose 1)

A) Focus on the technical skills of prospective employees.
B) Rehire previous employees who already know the job.
C) Recruit only from the pool of recent college graduates.
D) Let your team interview prospective employees.

Solutions: