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HDI Service Desk Manager (SDM) Sample Questions:
1. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)
A) Make a presentation to other teams letting them know what you have done.
B) Give serious consideration to what people will think of you if your ideas do not work.
C) Implement your ideas as soon as you have decided on the best course of action.
D) Discuss with other managers to identify the possible effects of your actions on others.
2. What are three activities undertaken by a service desk manager that demonstrates they are running their team like a business?
(Choose 3)
A) They recruit predominantly from Universities and Colleges.
B) They define tight timescales for all activities.
C) They understand the effect of the desks actions on the organization.
D) They ensure all staff understand the deliverables required.
E) They promote a culture of responsibility.
3. Which factor must be identified for successful service continuity planning?
(Choose 1)
A) Identify critical applications and their business continuity requirements.
B) Identify senior executives and where they live.
C) Identify which seasonal factors affect the electrical power supply systems.
D) Identify offices that are located near airports or city centres.
4. What is a key component of an internal SWOT analysis?
(Choose 1)
A) Holding meetings with competitors.
B) Holding meetings with customers.
C) Focusing more on performance weaknesses identified.
D) Reporting performance weaknesses immediately to the board.
5. What is the most important benefit of benchmarking?
(Choose 1)
A) Benchmarking identifies ways of reducing headcount.
B) Benchmarking removes the risk of outsourcing.
C) Benchmarking provides the basis for improvement initiatives.
D) Benchmarking justifies requesting additional money for the budget.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C,D,E | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
By Heather
