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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best reason for having security policies in a Service Desk?
(Choose 1)

A) Security policies protect the company and customers from unauthorised access.
B) Security policies safeguard the Service Desks staff from liability.
C) Security policies are required by IT management.
D) Security policies ensure that security is everyones concern.

2. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Determine the strategy.

3. You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

A) Develop a plan that enables them to move out of the team and into other support teams.
B) Delegate key decision-making to create a learning curve for potential supervisors.
C) Develop a skills matrix and training plan.
D) Identify other skills they have and find ways in which they can use them.

4. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Develop education programmes that reward initiative.
B) Send them on interesting courses.
C) Encourage the HR department to work with your team.
D) Allow them to choose their own skills development path.

5. Which is a framework or standard for service desk best practice?
(Choose 1)

A) ISO9002
B) TQM.
C) Six sigma.
D) ITIL.
E) COBIT.

Solutions: