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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

A) SLAs in an outsourcing situation should include guaranteed use of named individuals.
B) SLAs in an outsourcing situation require less detail.
C) SLAs in an outsourcing situation require greater detail.
D) SLAs in an outsourcing situation should include guaranteed fix times.

3. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

A) The customers authority level.
B) Key performance indicators.
C) The support resources available.
D) The incidents impact on the business.

4. How would you measure the success of Problem Management?
(Choose 2)

A) A reduced number of changes.
B) A reduced number of incidents at the Service Desk.
C) Reduced cost per call.
D) A reduction in the time taken to resolve known errors.

5. What is the best description of remote control support?
(Choose 1)

A) Remote control support allows the analyst to take control of the customers system from a remote location.
B) Remote control allows the customer to control which analyst will provide support from a remote location.
C) Remote control support allows the analyst to control which applications a customer can use from a remote location.
D) Remote control allows the analysts supervisor to take control of a call from a remote location.

Solutions: