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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two standard operational metrics for Change management?
(Choose 2)

A) How many RFCs have been submitted over a period of time.
B) How many CAB members attended meetings over a period of time.
C) How many RFCs have been discussed over a period of time.
D) How many RFCs have been rejected over a period of time.

2. Which of these are important benefits of having an effective team?
(Choose 2)

A) Improved staff and customer relations.
B) A willingness to collaborate with and assist other team members.
C) Exemplary time management.
D) Improved task scheduling.
E) Improved acceptance of your team by other departments.

3. What are two of the best descriptions of alignment with the business?
(Choose 2)

A) Understanding how business and IT can work together.
B) Knowing what the business is trying to achieve.
C) Using ITSM practices to underline the necessity of IT to the business it supports.
D) All services and products are designed with profitability to the business as the key requirement.
E) IT services and products are purchased or designed only if they meet critical business requirements.

4. What is the formula for calculating return on investment?
(Choose 1)

A) ((Value - Cost) / Cost) * 100
B) (Cost - Value) / Value *100
C) Value / Cost *100
D) Cost / Value *100

5. 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 critical applications and their business continuity requirements.
D) Identify senior executives and where they live.

Solutions: