HDI Support Center Manager Exam Prep
2025 – Updated Study Guide
1. What is the primary goal of a service level agreement (SLA)?
a) To define technical specifications for hardware.
b) To document the responsibilities of the service provider and the customer. ✓
c) To outline the internal support procedures for analysts.
d) To set performance targets for individual support staff.
2. Which process is responsible for managing the relationship between the service provider
and the customer?
a) Service Level Management
b) Business Relationship Management ✓
c) Incident Management
d) Supplier Management
3. The RACI model is used primarily for what purpose?
a) Problem-solving techniques
b) Defining roles and responsibilities ✓
c) Measuring service level performance
d) Categorizing incidents
4. What is a Critical Success Factor (CSF) for a support center?
a) A detailed procedure for password resets.
b) A necessary precondition for achieving the support center's objectives. ✓
c) A specific, measurable target for first contact resolution.
d) A report showing monthly incident volume.
5. Which of the following is a Key Performance Indicator (KPI)?
a) We must improve customer satisfaction.
b) First Contact Resolution rate will be 75%. ✓
c) We need more staff.
d) Our processes should be more efficient.
6. The "Utility" of a service refers to what?
a) The availability and security of the service.
b) The functionality of the service from the customer's perspective. ✓
,c) The cost-effectiveness of delivering the service.
d) The warranty that the service is reliable.
7. The "Warranty" of a service refers to what?
a) The features and functions it provides.
b) How the service is delivered and its non-functional attributes. ✓
c) The price the customer pays.
d) The marketing plan for the service.
8. Which framework provides a set of best practices for IT Service Management?
a) COBIT
b) ITIL ✓
c) ISO 20000
d) Six Sigma
9. What is the purpose of a Service Catalog?
a) To list all known errors in the environment.
b) To provide a list of available IT services to customers. ✓
c) To document the steps for resolving major incidents.
d) To track the budget for the support center.
10. Which process ensures that standardized methods and procedures are used for handling
changes?
a) Incident Management
b) Change Enablement ✓
c) Knowledge Management
d) Service Request Management
11. A service desk's ability to be reached by its customers is known as:
a) Accessibility ✓
b) Availability
c) Reliability
d) Continuity
12. What is the primary focus of the Service Value System (SVS) in ITIL 4?
a) Managing technology assets.
b) Co-creating value with stakeholders. ✓
c) Reducing IT costs.
d) Automating all manual processes.
,13. Which ITIL practice is most concerned with maximizing the number of successful service
and product changes?
a) Service Desk
b) Incident Management
c) Release Management ✓
d) Continual Improvement
14. The "Four Dimensions of Service Management" in ITIL 4 do NOT include:
a) Organizations and People
b) Information and Technology
c) Suppliers and Partners
d) Projects and Portfolios ✓
15. What is the best definition of an Operational Level Agreement (OLA)?
a) An agreement between the service provider and an external vendor.
b) An agreement between the service provider and its internal teams. ✓
c) An agreement between the service provider and the customer.
d) An agreement that defines project milestones.
16. Which process is responsible for dealing with a sudden disruption to an IT service?
a) Problem Management
b) Major Incident Management ✓
c) Change Enablement
d) Service Level Management
17. The PDCA cycle is also known as:
a) The Deming Cycle ✓
b) The Kaizen Cycle
c) The Agile Cycle
d) The Capability Maturity Model
18. What is the primary objective of the Problem Management process?
a) To restore service as quickly as possible.
b) To identify the root cause of incidents and prevent recurrence. ✓
c) To manage user requests for new software.
d) To communicate with stakeholders during a crisis.
19. Which type of change is pre-authorized, low-risk, and follows a standard procedure?
a) Normal Change
b) Emergency Change
, c) Standard Change ✓
d) Major Change
20. What does a Service Improvement Plan (SIP) typically address?
a) Individual analyst performance reviews.
b) Weaknesses identified in SLAs and other processes. ✓
c) The annual budget for new hardware.
d) The recruitment strategy for the next quarter.
21. Which metric is most directly linked to customer satisfaction?
a) Number of incidents resolved per day.
b) Average speed to answer (ASA).
c) Customer Satisfaction (CSAT) score. ✓
d) Percentage of changes implemented on time.
22. The "4 Ps of Service Design" are:
a) People, Process, Products, Partners ✓
b) Plan, Perform, Publish, Perfect
c) Problem, Prevention, Process, People
d) Performance, Price, Product, Placement
23. What is the main purpose of a Request for Change (RFC)?
a) To log a new incident.
b) To formally propose a modification to a service or system. ✓
c) To order new equipment from a supplier.
d) To report a problem to management.
24. Which concept describes the ability of a service to be supported by the agreed-upon
technical resources?
a) Serviceability ✓
b) Reliability
c) Maintainability
d) Capability
25. In the context of service strategy, what is "Value"?
a) The lowest possible cost of a service.
b) The perceived benefits, usefulness, and importance of a service. ✓
c) The number of features a service has.
d) The market share of the service provider.
2025 – Updated Study Guide
1. What is the primary goal of a service level agreement (SLA)?
a) To define technical specifications for hardware.
b) To document the responsibilities of the service provider and the customer. ✓
c) To outline the internal support procedures for analysts.
d) To set performance targets for individual support staff.
2. Which process is responsible for managing the relationship between the service provider
and the customer?
a) Service Level Management
b) Business Relationship Management ✓
c) Incident Management
d) Supplier Management
3. The RACI model is used primarily for what purpose?
a) Problem-solving techniques
b) Defining roles and responsibilities ✓
c) Measuring service level performance
d) Categorizing incidents
4. What is a Critical Success Factor (CSF) for a support center?
a) A detailed procedure for password resets.
b) A necessary precondition for achieving the support center's objectives. ✓
c) A specific, measurable target for first contact resolution.
d) A report showing monthly incident volume.
5. Which of the following is a Key Performance Indicator (KPI)?
a) We must improve customer satisfaction.
b) First Contact Resolution rate will be 75%. ✓
c) We need more staff.
d) Our processes should be more efficient.
6. The "Utility" of a service refers to what?
a) The availability and security of the service.
b) The functionality of the service from the customer's perspective. ✓
,c) The cost-effectiveness of delivering the service.
d) The warranty that the service is reliable.
7. The "Warranty" of a service refers to what?
a) The features and functions it provides.
b) How the service is delivered and its non-functional attributes. ✓
c) The price the customer pays.
d) The marketing plan for the service.
8. Which framework provides a set of best practices for IT Service Management?
a) COBIT
b) ITIL ✓
c) ISO 20000
d) Six Sigma
9. What is the purpose of a Service Catalog?
a) To list all known errors in the environment.
b) To provide a list of available IT services to customers. ✓
c) To document the steps for resolving major incidents.
d) To track the budget for the support center.
10. Which process ensures that standardized methods and procedures are used for handling
changes?
a) Incident Management
b) Change Enablement ✓
c) Knowledge Management
d) Service Request Management
11. A service desk's ability to be reached by its customers is known as:
a) Accessibility ✓
b) Availability
c) Reliability
d) Continuity
12. What is the primary focus of the Service Value System (SVS) in ITIL 4?
a) Managing technology assets.
b) Co-creating value with stakeholders. ✓
c) Reducing IT costs.
d) Automating all manual processes.
,13. Which ITIL practice is most concerned with maximizing the number of successful service
and product changes?
a) Service Desk
b) Incident Management
c) Release Management ✓
d) Continual Improvement
14. The "Four Dimensions of Service Management" in ITIL 4 do NOT include:
a) Organizations and People
b) Information and Technology
c) Suppliers and Partners
d) Projects and Portfolios ✓
15. What is the best definition of an Operational Level Agreement (OLA)?
a) An agreement between the service provider and an external vendor.
b) An agreement between the service provider and its internal teams. ✓
c) An agreement between the service provider and the customer.
d) An agreement that defines project milestones.
16. Which process is responsible for dealing with a sudden disruption to an IT service?
a) Problem Management
b) Major Incident Management ✓
c) Change Enablement
d) Service Level Management
17. The PDCA cycle is also known as:
a) The Deming Cycle ✓
b) The Kaizen Cycle
c) The Agile Cycle
d) The Capability Maturity Model
18. What is the primary objective of the Problem Management process?
a) To restore service as quickly as possible.
b) To identify the root cause of incidents and prevent recurrence. ✓
c) To manage user requests for new software.
d) To communicate with stakeholders during a crisis.
19. Which type of change is pre-authorized, low-risk, and follows a standard procedure?
a) Normal Change
b) Emergency Change
, c) Standard Change ✓
d) Major Change
20. What does a Service Improvement Plan (SIP) typically address?
a) Individual analyst performance reviews.
b) Weaknesses identified in SLAs and other processes. ✓
c) The annual budget for new hardware.
d) The recruitment strategy for the next quarter.
21. Which metric is most directly linked to customer satisfaction?
a) Number of incidents resolved per day.
b) Average speed to answer (ASA).
c) Customer Satisfaction (CSAT) score. ✓
d) Percentage of changes implemented on time.
22. The "4 Ps of Service Design" are:
a) People, Process, Products, Partners ✓
b) Plan, Perform, Publish, Perfect
c) Problem, Prevention, Process, People
d) Performance, Price, Product, Placement
23. What is the main purpose of a Request for Change (RFC)?
a) To log a new incident.
b) To formally propose a modification to a service or system. ✓
c) To order new equipment from a supplier.
d) To report a problem to management.
24. Which concept describes the ability of a service to be supported by the agreed-upon
technical resources?
a) Serviceability ✓
b) Reliability
c) Maintainability
d) Capability
25. In the context of service strategy, what is "Value"?
a) The lowest possible cost of a service.
b) The perceived benefits, usefulness, and importance of a service. ✓
c) The number of features a service has.
d) The market share of the service provider.
