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HDI Service Desk Manager (SDM) Sample Questions:

1. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify offices that are located near airports or city centres.
B) Identify which seasonal factors affect the electrical power supply systems.
C) Identify senior executives and where they live.
D) Identify critical applications and their business continuity requirements.

2. You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A) Give everyone the day off.
B) Network with your peers to discuss the situation.
C) Concentrate on the goals of the organisation.
D) Hold a roundtable discussion to allow the staff to vent.

3. What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A) Undertake a risk analysis for each phase of an initiative.
B) Visualise your next management position.
C) Undertake a gap analysis.
D) Delegate responsibility for each phase of an initiative.

4. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The different goals and objectives of each organisation.
B) The number of items in each organisations Configuration Management Database.
C) The costing methodology used in the benchmark partners SLAs.
D) The different corporate cultures.

5. A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A) Transfer the customer to the software vendor for support.
B) Dispatch a deskside support analyst to address the incident.
C) Schedule a callback to resolve the problem in the morning.
D) Talk the customer through the steps to resolve the problem.

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