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HDI Service Desk Manager (SDM) Sample Questions:

1. What is one increasingly common Service Desk technology?
(Choose 1)

A) Network monitoring software.
B) Knowledge management systems.
C) Electronic paging boards.
D) Desktop system failure software.

2. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing matches the right candidates for Service Desk vacancies.
B) Rightsourcing determines the source of customer queries and matches them with solutions.
C) Rightsourcing finds the most cost-effective service options for the Service Desk.
D) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

3. The success of SLAs can be evaluated by which measure?
(Choose 1)

A) Reduction in Service Desk headcount.
B) Improved quality of the Configuration Management Database (CMDB).
C) Increase in customer satisfaction.
D) Increased incidents logged.

4. What is the best reason for using instant messaging in a support environment?
(Choose 1)

A) Use instant messaging if the analyst has poor phone skills.
B) Use instant messaging if the SLA prohibits deskside support.
C) Use instant messaging to provide fast and easy access to internal experts.
D) Use instant messaging when the phone lines are all busy.

5. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Effective recovery of business systems.
B) Meeting regulatory requirements.
C) Lower future insurance premiums.
D) Improved management of risk and resources.

Solutions: