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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of the activities of the incident management process?
(Choose 1)

A) Incident management records, documents and categorises all incidents or requests.
B) Incident management ensures affected customers are using only approved workarounds.
C) Incident management identifies the departments responsible for generating the most incidents.
D) Incident management performs root cause analysis on each incident or request.

2. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

A) Increasing number of normal changes (RFCs)
B) Increasing number of service requests.
C) Reduction in cost per incident.
D) Reduction in service disruption.

3. What is a typical day-to-day task for a manager?
(Choose 1)

A) Control and co-ordinate activities.
B) Continually revise operating plans.
C) Plan out each day for every staff member.
D) Recruit and retrain staff.

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) Delegate responsibility for each phase of an initiative.
C) Undertake a risk analysis for each phase of an initiative.
D) Undertake a gap analysis.

5. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that shifts all have the same number of staff.
B) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
C) Ensuring that unplanned absences are allowed for in the rota.
D) Ensuring that you staff according to the objectives of ITSM.

Solutions: