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HDI Service Desk Manager (SDM) Sample Questions:

1. What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

A) They seem to get into a lot of arguments and are always very cynical.
B) They have a lot of folders open on their desk and always appear to have too much work to do.
C) They are supporting a new application that they dont like and are reluctant to talk to the development team about it.
D) They are often late for work and get irritable when it is mentioned.

2. Which is considered to be a business best practice quality model?
(Choose 1)

A) CMM.
B) Six Sigma.
C) COBIT.
D) HDI certification.

3. Which factor must be identified for successful service continuity planning?
(Choose 1)

A) Identify offices that are located near airports or city centres.
B) Identify which seasonal factors affect the electrical power supply systems.
C) Identify critical applications and their business continuity requirements.
D) Identify senior executives and where they live.

4. If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

A) As an exceptional, innovative and demanding leader.
B) As an outstanding motivational speaker.
C) As being excellent in inspiring people to achieve a new vision.
D) As an approachable, nice and understanding person.

5. Which is a key first step in preparing to coach a member of your team?
(Choose 1)

A) Identify a quiet environment to carry out the coaching.
B) Research the individuals career history.
C) Ask other team members to highlight the individuals weaknesses.
D) Assess their abilities, competencies and commitment level.

Solutions: