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HDI Service Desk Manager (SDM) Sample Questions:

1. Which two activities are part of the release management process?
(Choose 2)

A) Building the Configuration Management Database.
B) Managing the Definitive Software Library.
C) Training and communication.
D) Tracking Requests for Change.
E) Designing and coding software.

2. Which is a method for assessing team development needs?
(Choose 1)

A) Call monitoring.
B) Skills gap analysis.
C) Benchmarking.
D) Knowledge management.

3. What is the most accurate description of staffing?
(Choose 1)

A) Ensuring that shifts all have the same number of staff.
B) Ensuring that adequate staff are available to provide IT services as defined in the SLA.
C) Ensuring that unplanned absences are allowed for in the rota.
D) Ensuring that you staff according to the objectives of ITSM.

4. What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A) Metrics are used to provide justification for salary increases.
B) Metrics are used to assess the number of changes planned.
C) Metrics are used to provide information to management.
D) Metrics are used to determine scheduling needs.

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

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

Solutions: