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HDI Service Desk Manager (SDM) Sample Questions:

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

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

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

A) A key requirement for successful project management is to define your role in the project.
B) A key requirement for successful project management is to define project objectives.
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.

3. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security levels are agreed, measured and monitored.
B) Security policies allow the Service Desk to stay open later.
C) Security policies ensure that customers cannot carry out illegal transactions.
D) Security policies limit Internet access for all of the companys employees.

4. Identify one of the key planning tasks a manager must carry out.
(Choose 1)

A) Devise a multi-layered plan to meet resourcing needs.
B) Produce a detailed task flowchart.
C) Make tactical short-term decisions to meet strategic goals.
D) Seek main board approval for operational process changes.

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

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

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