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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the best description of organisational change management?
(Choose 1)

A) Organisational change management is the process designed to analyse activities to reduce or eliminate certain activities or costs.
B) Organisational change management is a strategic, integrated management system for achieving customer satisfaction.
C) Organisational change management is a process designed to carry out changes to the organisations structure in a co-ordinated and project-based manner.
D) Organisational change management is a standard that guides development activities.

2. What is a primary benefit of having security policies in a Service Desk?
(Choose 1)

A) Security policies ensure that customers cannot carry out illegal transactions.
B) Security policies allow the Service Desk to stay open later.
C) Security policies limit Internet access for all of the companys employees.
D) Security levels are agreed, measured and monitored.

3. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Focusing more on performance weaknesses identified.
B) Holding meetings with competitors.
C) Holding meetings with customers.
D) Reporting performance weaknesses immediately to the board.

4. What is the best description of scheduling?
(Choose 1)

A) Determining the number of staff.
B) Determining the most effective assignment of staff to meet SLA requirements.
C) Determining shift preferences of your staff.
D) Determining the tasks undertaken by your staff.

5. You are the Service Desks manager and you have been tasked to develop an operational level agreement. With which group are you most likely to be negotiating this agreement?
(Choose 1)

A) Another internal support team.
B) Senior management.
C) A customer focus group.
D) A first level support team.

Solutions: