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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which one is a critical success factor for IT Service Continuity Management?
(Choose 1)

A) The CIO has up to date information all the time.
B) IT risk is spread over two or more sites.
C) The whole IT organisation is aware of the business and service continuity plan.
D) SLA measures are never impacted.

3. You are planning to implement self-service as another option for your customers for their service and support requirements. What would you describe as three key customer benefits of this option?
(Choose 3)

A) It enables customers to make their own amendments to procedures.
B) It enables customers to update the schedules.
C) It allows customers to log their own requests and incidents.
D) It enables customers to check call status.
E) It allows customers access to the knowledgebase.

4. How would you measure the success of Problem Management?
(Choose 2)

A) A reduced number of changes.
B) A reduction in the time taken to resolve known errors.
C) A reduced number of incidents at the Service Desk.
D) Reduced cost per call.

5. What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

A) A change management process improves the organisations performance.
B) A change management process eliminates the damage created by unnecessary changes.
C) A change management process ensures that all changes will be successful.
D) A change management process prevents unpopular changes from being made.

Solutions: