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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the formula for calculating return on investment?
(Choose 1)

A) Value / Cost *100
B) (Cost - Value) / Value *100
C) Cost / Value *100
D) ((Value - Cost) / Cost) * 100

2. What are two standard operational metrics for Change management?
(Choose 2)

A) How many RFCs have been discussed over a period of time.
B) How many CAB members attended meetings over a period of time.
C) How many RFCs have been submitted over a period of time.
D) How many RFCs have been rejected over a period of time.

3. What is a key element of the coaching process?
(Choose 1)

A) Encouraging a team ethos in the individual.
B) Pushing the individual to admit weak areas.
C) Encouraging participation by using open questions.
D) Schedule a follow-up meeting for a years time.

4. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Determine the strategy.

5. What is the most likely advantage of off-site outsourcing?
(Choose 1)

A) Off-site outsourcing increases capital expenditure and headcount.
B) Off-site outsourcing increases capital expenditure and reduces headcount.
C) Off-site outsourcing reduces capital expenditure and increases headcount.
D) Off-site outsourcing reduces capital expenditure and headcount.

Solutions: