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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Quality and Performance Management | - Continuous improvement
|
| People Management | - Team leadership
|
| Service Delivery Management | - Operational management
|
| Financial and Resource Management | - Business management
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Process Improvement | - Service optimization
|
| Technology and Knowledge Management | - Support infrastructure
|
HDI Help Desk Manager Sample Questions:
1. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)
A) encourage participation
B) encourage positive perspective within teams
C) encourage others to be creative
D) encourage others to take initiative
2. Which three actions can you take to reduce the risk of customer conflict? (Choose three)
A) be respectful
B) change your rate of speech
C) change the tone in your voice
D) do not interrupt
E) let the customer vent
3. What is the best description of a critical thinker?
A) A critical thinker critiques in order to redesign and remodel.
B) A critical thinker is able to discover weaknesses and risks.
C) A critical thinker expresses sympathy to meet the needs of customers.
D) A critical thinker leverages intuition appropriately.
4. What is the benefit of outsourcing compared to insourcing?
A) improved average speed of answer
B) greater control of support resources
C) improved quality
D) lower capital cost for equipment and systems
5. To which three types of data do companies restrict access? (Choose three)
A) personnel records
B) proprietary information
C) payroll information
D) network shares
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: A,D,E | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A,B,C |
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