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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

A) The Change manager.
B) The Problem manager.
C) The Service Desk manager.
D) The Release manager.

3. What is the most likely disadvantage of outsourcing?
(Choose 1)

A) Outsourcing can cause you to lose personnel to the outsourcers support team.
B) Outsourcing can cause you to lose your corporate identity.
C) Outsourcing can drastically change the types support services that are offered.
D) Outsourcing can cause you to lose your organisational assets.

4. What is the best description of the role of computer telephony integration?
(Choose 1)

A) Computer telephony integration provides instant online access to voice and data systems.
B) Computer telephony integration facilitates the efficient processing of customer contacts.
C) Computer telephony integration enables universal call routing of multiple contact methods.
D) Computer telephony integration combines e-mail and voice mail into a common inbox.

5. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a customer driven document detailing the contractual obligations of IT.
B) A service catalogue is a detailed list of applications and sub-systems.
C) A service catalogue is a list of all IT systems.
D) A service catalogue is a list of business services provided by IT.
E) A service catalogue is a record of systems and services in the SLA.

Solutions: