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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Process Improvement | - Service optimization
|
| Topic 2: Quality and Performance Management | - Continuous improvement
|
| Topic 3: Service Delivery Management | - Operational management
|
| Topic 4: People Management | - Team leadership
|
| Topic 5: Financial and Resource Management | - Business management
|
| Topic 6: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 7: Technology and Knowledge Management | - Support infrastructure
|
HDI Help Desk Manager Sample Questions:
1. What is a best practice for ensuring that performance improves over time?
A) Avoid setting goals that will create stress for your team.
B) Develop programs that award initiative and hard work.
C) Install customer self-service packages.
D) Set easily attainable goals to reassure your team.
2. How can you provide direction in times of confusion or ambiguity?
A) Authorize the team leader to conduct team building activities to strengthen team ties.
B) create a sense of trust in subordinates by not personally making decisions.
C) Centralize communication to ensure that all team members get accurate information
D) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
3. Which three statements about effective inter-departmental relationships are true? (Choose three)
A) Management responsibilities are shared
B) You treat people in your organization as they were your customer
C) Information is shared among departments within your organization
D) Other departments are supported even when they make a mistake
4. What is the best way to stay current with support industry developments?
A) Discuss key customer demands with colleagues.
B) Read books by famous management experts.
C) Join industry-related groups.
D) Spend occasional time on vendor's Web sites.
5. Contract staffing is best described by which statement?
A) Contract employees need more initial training than full-time employees.
B) Contract employees typically work for a clearly defined time frame
C) Contract employees perform work that is not normally done by a full-time employee
D) Contract employees work independently and are not considered part of an organizational unit.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B,C,D | Question # 4 Answer: C | Question # 5 Answer: B |
