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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key element of the coaching process?
(Choose 1)

A) Encouraging participation by using open questions.
B) Encouraging a team ethos in the individual.
C) Pushing the individual to admit weak areas.
D) Schedule a follow-up meeting for a years time.

2. What metric is not expected from Incident Management?
(Choose 1)

A) SLA performance.
B) Number of service requests.
C) Fix and response times.
D) Number of RFCs.

3. What is a key requirement for effective Risk Management?
(Choose 1)

A) The identification, selection and adoption of counter-measures to identified risks.
B) The identification of risks and reporting on them.
C) The identification of the stakeholders required to support the proposed activity.
D) The identification and selection of methods by which to undertake risk analysis.

4. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure the customers are unaware of changes.
B) To ensure changes are processed efficiently.
C) To ensure a standard approach to changes is utilised.
D) To ensure that all changes are processed rapidly.
E) To ensure that changes are approved on a basis of cost.

5. What is a key requirement for successful project management?
(Choose 1)

A) A key requirement for successful project management is to define project objectives.
B) A key requirement for successful project management is to define your role in the project.
C) A key requirement for successful project management is to define co-operative activities.
D) A key requirement for successful project management is to define stand-alone activities.

Solutions: