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HDI Service Desk Manager (SDM) Sample Questions:

1. What is one of the main benefits of implementing a problem management process?
(Choose 1)

A) A problem management process increases first contact resolutions.
B) A problem management process eliminates the need for a knowledgebase.
C) A problem management process clarifies the required technical expertise for problem elimination.
D) A problem management process minimises the impact of changes.

2. What is the primary benefit of IT Service Continuity Management in a disaster situation?
(Choose 1)

A) Meeting regulatory requirements.
B) Effective recovery of business systems.
C) Lower future insurance premiums.
D) Improved management of risk and resources.

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

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

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

5. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support removes all responsibility for solving problems from the customer.
B) Remote support allows the customer to solve problems without contacting an analyst.
C) Remote support reduces the overall cost of support.
D) Remote support decreases the number of analysts needed to support customers.

Solutions: