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HDI Service Desk Manager (SDM) Sample Questions:

1. You are arranging a strategy planning meeting with representatives from IT and other areas within the organisation. What two actions must you take to ensure a successful meeting?
(Choose 2)

A) Provide adequate notice of the meeting to participants.
B) Practice effective time management.
C) Provide an adequate room with plenty of refreshments.
D) Produce a list of possible participants.
E) Work to flexible timings according to individual preferences.

2. What is a good way of encouraging staff to develop their skills?
(Choose 1)

A) Develop education programmes that reward initiative.
B) Encourage the HR department to work with your team.
C) Send them on interesting courses.
D) Allow them to choose their own skills development path.

3. Which of these is important for controlling and co-ordinating activities?
(Choose 1)

A) Set rigid target deadlines for each tasks activities.
B) Set task priorities to meet senior management directives.
C) Oversee all day-to-day tasks.
D) Delegate and empower where appropriate.

4. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

A) Perform a gap analysis of your team.
B) Ensure the age and gender balance is equal.
C) Offer a low starting salary but describe a possible career path.
D) Make sure job descriptions are accurate.
E) Recruit staff who are younger than you.

5. Which is a framework or standard for service desk best practice?
(Choose 1)

A) ISO9002
B) COBIT.
C) ITIL.
D) Six sigma.
E) TQM.

Solutions: