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  • Total Questions: 198
  • Updated on: Jun 20, 2026
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  • Total Questions: 198
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HDI Service Desk Manager (SDM) Sample Questions:

1. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT enables you to identify incentives that are attractive to your team.
B) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
C) A SWOT provides an opportunity to hold regular meetings with your team.
D) A SWOT helps you identify areas for growth for your team.


2. Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

A) Computer telephony integration.
B) Incident management systems.
C) E-mail routing servers.
D) Call management software.


3. We all admire great leaders. What two leadership characteristics best demonstrate leadership skills?
(Choose 2)

A) Being an effective and engaging speaker.
B) The ability to communicate a clear vision and direction.
C) Helping the team complete even the most mundane tasks.
D) Planning and following through activities.
E) Being at work early and finishing late.


4. What is the most important factor when developing a workforce schedule?
(Choose 1)

A) Budget restraints.
B) Type of support to be provided.
C) Total workstations available.
D) Projected call volume.


5. Which definition best describes an IT service catalogue?
(Choose 1)

A) A service catalogue is a list of all IT systems.
B) A service catalogue is a detailed list of applications and sub-systems.
C) A service catalogue is a record of systems and services in the SLA.
D) A service catalogue is a list of business services provided by IT.
E) A service catalogue is a customer driven document detailing the contractual obligations of IT.


Solutions:

Question # 1
Answer: D
Question # 2
Answer: A
Question # 3
Answer: B,D
Question # 4
Answer: D
Question # 5
Answer: D

966 Customer ReviewsCustomers Feedback (* Some similar or old comments have been hidden.)

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