HDI Desktop Support Manager Exam
1. What is the primary goal of desktop support management?
A) To develop software applications
B) To ensure user satisfaction and operational efficiency
C) To manage server infrastructure
D) To enforce security policies
Answer: B
Explanation: The primary goal of desktop support management is to ensure user
satisfaction by providing efficient and effective support services while maintaining
operational efficiency.
2. Which framework is most commonly associated with IT service management?
A) COBIT
B) ITIL
C) Agile
D) Six Sigma
Answer: B
Explanation: ITIL (Information Technology Infrastructure Library) is the most
recognized framework for IT service management, providing best practices to
improve IT services.
3. What is a Service Level Agreement (SLA)?
A) A document that defines the scope of work
, HDI Desktop Support Manager Exam
B) An agreement on performance metrics between service providers and
customers
C) A policy document for data handling
D) A budget for IT maintenance
Answer: B
Explanation: An SLA is an agreement that defines the expected level of service,
including performance metrics between service providers and their customers.
4. Which of the following is a key characteristic of a centralized desktop support
model?
A) Services are provided by local teams
B) All support is conducted from a single location
C) Outsourcing is prohibited
D) It has limited control over support quality
Answer: B
Explanation: A centralized desktop support model consolidates support services in
one location, which helps in standardizing processes and control.
5. What is an objective of problem management in desktop support?
A) To resolve incidents as quickly as possible
B) To identify and manage recurring issues
C) To implement new desktop hardware
, HDI Desktop Support Manager Exam
D) To ensure software licensing compliance
Answer: B
Explanation: The primary objective of problem management is to identify and
manage recurring issues, preventing incidents from happening again.
6. What is the primary focus of incident management?
A) Long-term solution development
B) Quick resolution of immediate issues
C) Root cause analysis
D) Change implementation
Answer: B
Explanation: Incident management focuses on the quick resolution of immediate
issues to restore service functionality as swiftly as possible.
7. How do you typically categorize incidents in the incident management process?
A) By the user department
B) By severity and impact
C) By hardware type
D) By geographic location
Answer: B
, HDI Desktop Support Manager Exam
Explanation: Incidents are categorized by severity and impact to prioritize
responses effectively and allocate resources accordingly.
8. What does a knowledge base in desktop support primarily serve as?
A) A storage area for physical hardware
B) A collection of compiled knowledge and troubleshooting information
C) A repository for financial documents
D) A documentation of financial budgets
Answer: B
Explanation: A knowledge base serves to compile troubleshooting information
and other knowledge that can assist both support staff and end-users in resolving
issues.
9. Which of the following best describes a hybrid desktop support model?
A) Only outsourced services
B) A mix of in-house and outsourced support
C) Solely centralized support services
D) Support provided exclusively by third-party vendors
Answer: B
Explanation: A hybrid model combines both in-house and outsourced support
services to meet varying organizational needs.
1. What is the primary goal of desktop support management?
A) To develop software applications
B) To ensure user satisfaction and operational efficiency
C) To manage server infrastructure
D) To enforce security policies
Answer: B
Explanation: The primary goal of desktop support management is to ensure user
satisfaction by providing efficient and effective support services while maintaining
operational efficiency.
2. Which framework is most commonly associated with IT service management?
A) COBIT
B) ITIL
C) Agile
D) Six Sigma
Answer: B
Explanation: ITIL (Information Technology Infrastructure Library) is the most
recognized framework for IT service management, providing best practices to
improve IT services.
3. What is a Service Level Agreement (SLA)?
A) A document that defines the scope of work
, HDI Desktop Support Manager Exam
B) An agreement on performance metrics between service providers and
customers
C) A policy document for data handling
D) A budget for IT maintenance
Answer: B
Explanation: An SLA is an agreement that defines the expected level of service,
including performance metrics between service providers and their customers.
4. Which of the following is a key characteristic of a centralized desktop support
model?
A) Services are provided by local teams
B) All support is conducted from a single location
C) Outsourcing is prohibited
D) It has limited control over support quality
Answer: B
Explanation: A centralized desktop support model consolidates support services in
one location, which helps in standardizing processes and control.
5. What is an objective of problem management in desktop support?
A) To resolve incidents as quickly as possible
B) To identify and manage recurring issues
C) To implement new desktop hardware
, HDI Desktop Support Manager Exam
D) To ensure software licensing compliance
Answer: B
Explanation: The primary objective of problem management is to identify and
manage recurring issues, preventing incidents from happening again.
6. What is the primary focus of incident management?
A) Long-term solution development
B) Quick resolution of immediate issues
C) Root cause analysis
D) Change implementation
Answer: B
Explanation: Incident management focuses on the quick resolution of immediate
issues to restore service functionality as swiftly as possible.
7. How do you typically categorize incidents in the incident management process?
A) By the user department
B) By severity and impact
C) By hardware type
D) By geographic location
Answer: B
, HDI Desktop Support Manager Exam
Explanation: Incidents are categorized by severity and impact to prioritize
responses effectively and allocate resources accordingly.
8. What does a knowledge base in desktop support primarily serve as?
A) A storage area for physical hardware
B) A collection of compiled knowledge and troubleshooting information
C) A repository for financial documents
D) A documentation of financial budgets
Answer: B
Explanation: A knowledge base serves to compile troubleshooting information
and other knowledge that can assist both support staff and end-users in resolving
issues.
9. Which of the following best describes a hybrid desktop support model?
A) Only outsourced services
B) A mix of in-house and outsourced support
C) Solely centralized support services
D) Support provided exclusively by third-party vendors
Answer: B
Explanation: A hybrid model combines both in-house and outsourced support
services to meet varying organizational needs.
