SDI Service Desk Manager Qualification Set 1

1.

If you choose to implement a formal standard rather than a best practice, which would be the best description of the difference?

A best practice doesn't need evidence to prove progress, a formal standard does A formal standard may be ITIL compliant, a best practice would be A best practice demonstrates good governance, a formal standard demonstrates adherence Best practice doesn't include ISO/IEC 20000, a formal standard includes ITIL

2.

Which of these options would be a practical way to gain an understanding of other countries cultures?

Study the religion practiced in the region surrounding the country Take a course in international business or cross-cultural studies Travel to several countries in the area of the country Read travel books about the country

3.

The Service Desk has a strategic role to play within an organization, which of these options best describes a method you could use to ensure that you are able todevelop clear, insightful strategies?

Understand and communicate how the Service Desk assists the organization in meeting its team objectives Familiarize yourself with the goals and objectives of other organizations A best practice demonstrates good governance, a formal standard demonstrates adherence Network with people in other organizations and within the support industry and your communities

4.

You intend to implement some far-reaching changes to the way in which your Service Desk currently operates, but to do so you need the support of other teams within IT. Which action should you undertake to gain this support?

Give a presentation to the board of directors to guarantee their support Make time to develop a social relationship with your manager Demonstrate your understanding of any concerns others may have Begin by creating a powerfully-worded vision statement

5.

You need to get a project and its budget approved by your board, which of these options would be the most appropriate action to take?

Ensure that all stakeholders are sent regular operational reports about the project Organize a conference for board members to discuss the project in detail Build a business-based project plan to present to senior management Write a full report on your opinion of the project and those responsible

6.

Which of these answers would be a suitable area to include in your service ethics code of conduct?

A list of expected behavior to ensure that all Service Desk employees understand what the organization expects of them Standards of moral and ethical behavior How to manage risk on behalf of the organization Specific techniques for dealing with difficult business partners

7.

Which option best describes the expectations of the Service Desk's users?

They have confidence that the Service Desk is in control of their Incident or Service Request when speaking to a senior team member Their incident is professionally managed and they receive consistent and courteous service Their Incidents are resolved very quickly and they are periodically informed of progress They are provided with good decision data and feedback on all their Incidents

8.

You have recently been promoted to Service Desk Manager and you are keen to show how much you wish to succeed in this role. Which statement best describes some of the skills that will help you to succeed?

Excellent influencing skills, exemplary debating and creative writing skills A University Degree in Computer Sciences and strong negotiating skills Strong team building skills, excellent people-management and communication skills Time management skills excellent technical and analytical skills

9.

As a Service Desk Manager, which option best describes one of your key obligations?

Writing and agreeing SLAs Developing Problem Management across IT Aligning Service Desk goals with those of the organization Ensuring that staff welfare takes overall priority

10.

Why is it important to integrate business and IT objectives?

To ensure that IT works towards the same goals as the business To ensure that the development of IT services is in line with current industry best practice To give the business confidence in the IT services function To allow IT to be effectively built into every business area

SDI Service Desk Manager Qualification Set 1

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SDI Service Desk Manager Qualification Set 1

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