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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of a code of conduct?
(Choose 1)

A) A code of conduct provides details of how to instigate a libel action.
B) A code of conduct serves as a foundation for business practices.
C) A code of conduct defines the parameters for standard operating procedures.
D) A code of conduct explains what is expected of employees.

2. What is the most important reason for documenting processes and procedures?
(Choose 1)

A) Documenting processes and procedures encourages adherence to policies and procedures.
B) Documenting processes and procedures allows analysts to display their creative sides.
C) Documenting processes and procedures is a requirement for incident management.
D) Documenting processes and procedures provides information for subject matter experts.

3. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A) As an approachable, nice and understanding person.
B) As an exceptional, innovative and demanding leader.
C) As an outstanding motivational speaker.
D) As being excellent in inspiring people to achieve a new vision.

4. Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

A) Encouraging your staff to participate in intra-departmental projects.
B) Delivering a presentation to your senior management.
C) Acquiring understanding of key business issues for your organization.
D) Attending an executive seminar.
E) Networking with people in other organisations.

5. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
B) Ensuring that unplanned absences are allowed for in the rota.
C) Ensuring that shifts all have the same number of staff.
D) Ensuring that you staff according to the objectives of ITSM.

Solutions: