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HDI Service Desk Manager (SDM) Sample Questions:

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

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

2. Which is a principal activity within security management?
(Choose 1)

A) Development of security plans to meet SLAs.
B) Development of plans for secure access to configuration items.
C) Development of skills to control system access.
D) Re-setting passwords.

3. As a manager, how can you best adapt yourself to new and changing demands to maintain and enhance your personal development?
(Choose 1)

A) Take on projects that are outside your comfort zone.
B) Stick to your strengths and positive attributes.
C) Control your own working time and environment.
D) Practice formal time management.

4. Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

A) Following standard operating procedures minimises performance problems.
B) Following standard operating procedures enables faster, more efficient service.
C) Following standard operating procedures increases employee satisfaction.
D) Following standard operating procedures allows metrics to be captured.

5. Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

A) Studying another language. r> D.Self-healing tools remove the emotion from a support request.
B) Undertaking research on successful multinational.
C) Reading books on outsourcing in other regions.
D) Watching foreign films.
E) Visiting other countries.

Solutions: