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HDI Service Desk Manager (SDM) Sample Questions:

1. As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

A) Take on projects that are outside your comfort zone.
B) Control your own working time and environment.
C) Stick to your strengths and positive attributes.
D) Practice formal time management.

2. What is the best description of rightsourcing?
(Choose 1)

A) Rightsourcing identifies the proper balance of outsourcing and other sourcing options.
B) Rightsourcing finds the most cost-effective service options for the Service Desk.
C) Rightsourcing determines the source of customer queries and matches them with solutions.
D) Rightsourcing matches the right candidates for Service Desk vacancies.

3. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT provides an opportunity to hold regular meetings with your team.
B) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
C) A SWOT helps you identify areas for growth for your team.
D) A SWOT enables you to identify incentives that are attractive to your team.

4. What is the most important benefit of IT configuration management?
(Choose 1)

A) IT configuration management identifies illegally installed or unlicensed software.
B) IT configuration management allows information to be automatically entered into the knowledge base.
C) IT configuration management enables more efficient usage of software.
D) IT configuration management recovers critical systems information after a software failure.

5. Which metric should you use to evaluate the success of Change Management?
(Choose 1)

A) Increasing number of service requests.
B) Reduction in cost per incident.
C) Reduction in service disruption.
D) Increasing number of normal changes (RFCs)

Solutions: