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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Experience Management | - Customer satisfaction and service quality
|
| Technology and Tools in Service Management | - Service desk tools and automation
|
| Service Desk Operations Management | - Knowledge and Documentation Management
|
| Leadership and People Management | - Workforce management
|
HDI Help Desk Manager Sample Questions:
What should you do to ensure that your Help Desk support strategies align with the organization being supported?
- A. propose the highest level of support possible
- B. consider the impact of the proposed services on the success of the organization as a whole
- C. study best practices for top performing organizations and set your strategies accordingly
- D. minimize cost
To which three types of data do companies restrict access? (Choose three)
- A. personnel records
- B. network shares
- C. proprietary information
- D. payroll information
Which analysis report helps a manager determine the need for additional organizational skill development?
- A. analyst analysis
- B. project analysis
- C. gap analysis
- D. job analysis
How can you provide direction in times of confusion or ambiguity?
- A. create a sense of trust in subordinates by not personally making decisions.
- B. Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
- C. Centralize communication to ensure that all team members get accurate information
- D. Authorize the team leader to conduct team building activities to strengthen team ties.
What is the benefit of outsourcing compared to insourcing?
- A. improved average speed of answer
- B. improved quality
- C. lower capital cost for equipment and systems
- D. greater control of support resources
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