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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Experience Management | - Customer satisfaction and service quality
|
| Leadership and People Management | - Workforce management
|
| Technology and Tools in Service Management | - Service desk tools and automation
|
| Service Desk Operations Management | - Knowledge and Documentation Management
|
HDI Help Desk Manager Sample Questions:
1. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)
A) Require a formal plan before consideration of new ideas.
B) put processes in place for encouraging creativity
C) Prevent open discussions of new technologies at work.
D) put procedures in place for screening potential ideas.
E) promote information sharing and learning
2. Organizational development needs are determined by which three methods? (Choose three)
A) individual assessment
B) project analysis
C) position profiling
D) skill gap analysis
3. Which commonly used technology supports workflow management within a Call Management System?
A) automated alerts
B) broadcast messaging devices
C) fax
D) voice mail
4. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)
A) improved employee moral
B) potential business growth
C) timely call avoidance
D) reduced resolution rates
5. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)
A) formal education
B) experience
C) intelligence
D) specialization knowledge in a discipline
Solutions:
| Question # 1 Answer: B,D,E | Question # 2 Answer: A,C,D | Question # 3 Answer: A | Question # 4 Answer: A,B | Question # 5 Answer: B,C,D |
