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HDI Service Desk Manager (SDM) Sample Questions:

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

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

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

3. What are two key operational metrics for release management activities?
(Choose 2)

A) The number of incremental software releases over a period of time.
B) The number of problems recorded in the problem management database that are attributable to releases over a period of time.
C) The number of CIs added to the CMDB (Configuration Management Database) over a period of time.
D) The number of new hardware releases requested by customers over a period of time.

4. What is a negative effect of stress?
(Choose 1)

A) People are often ill.
B) People work longer and are overworked.
C) People take regular breaks.
D) People leave to work in other teams.

5. What is the best explanation of strategic planning?
(Choose 1)

A) Development of corporate strategies for promotion of services.
B) Medium-term projects that are necessary to enable realisation of the long term projects.
C) A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D) The detailed plan for achieving the objectives set by the strategic plan.

Solutions: