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HDI Service Desk Manager (SDM) Sample Questions:

1. What is a key principle of negotiation with customers?
(Choose 1)

A) Stick to the facts and ignore the customers emotions.
B) Focus on the individual rather than on the resolution.
C) Determine the customers underlying business need.
D) Seek a solution that aligns with Support Centre policies and processes.

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

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

3. Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

A) Call management software.
B) E-mail routing servers.
C) Incident management systems.
D) Computer telephony integration.

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

A) Release management is the capture and reuse of business and technical information.
B) Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.
C) Release management is a process that tracks all of an organisations property and resources using change management.
D) Release management is concerned with tracking and resolving incidents related to new products or product upgrades.

5. One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

A) They cycle to work through heavy traffic.
B) The Service Desk is on the 3rd Floor and there is no lift.
C) They are experiencing personal problems at home.
D) They have found a new member of the team sitting at their desk.

Solutions:

Question # 1 Answer: C

Question # 2 Answer: C,D

Question # 3 Answer: D

Question # 4 Answer: B

Question # 5 Answer: C