SDI Professional Standards & Ethics 3

Question 1

Under the SDI professional framework, what is the primary purpose of a Code of Ethics for service desk professionals?

Accepted Answer

To establish behavioral standards that guide professional conduct and decision-making

Answer

A Code of Ethics provides a shared moral framework that guides how professionals behave in their roles and relationships.

Question 2

A service desk manager discovers that team metrics have been manipulated to make performance appear better than it is. What should happen according to professional standards?

Accepted Answer

Investigate the manipulation, correct the data, and address the root cause with those responsible

Answer

Data integrity is fundamental; manipulation must be corrected, root causes addressed, and accountability maintained.

Question 3

Which statement about confidentiality obligations in the service desk is CORRECT?

Accepted Answer

Analysts must protect all customer and organizational information from unauthorized disclosure

Answer

Professional standards require that all sensitive information—customer and organizational—be protected regardless of who requests it internally.

Question 4

How should a service desk professional respond when asked by a manager to violate a data protection regulation?

Accepted Answer

Refuse the instruction and escalate to a compliance officer or legal team

Answer

Legal and regulatory obligations take precedence over managerial instructions; professionals must refuse unlawful directives and escalate appropriately.

Question 5

In the SDI professional standards context, 'accountability' means:

Accepted Answer

Taking ownership of one's decisions, actions, and their outcomes

Answer

Accountability means accepting responsibility for your own professional choices and their consequences.

(SDI) Service Desk Institute Certifications Practice Test

(SDI) Service Desk Institute Certifications Practice Test

SDI Professional Standards & Ethics 3