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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Quality and Performance Management | - Continuous improvement
|
| Process Improvement | - Service optimization
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Financial and Resource Management | - Business management
|
| Technology and Knowledge Management | - Support infrastructure
|
| People Management | - Team leadership
|
| Service Delivery Management | - Operational management
|
HDI Help Desk Manager Sample Questions:
1. Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)
A) interviews with key stakeholders, customers, and leaders
B) round-table meeting with employees
C) focus groups
D) consistent and right-impact feedback to team members
2. Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)
A) Call Management Systems
B) telephone
C) Broadcast messaging devices
D) e-mail
E) web
3. To which three types of data do companies restrict access? (Choose three)
A) payroll information
B) network shares
C) personnel records
D) proprietary information
4. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?
A) scheduling requirements
B) historical requirements
C) application requirements
D) staffing requirements
5. What is the best way to manage multiple demands on your time?
A) Delegate tasks where possible.
B) Work through your lunch breaks.
C) Cancel meetings to save time.
D) Arrive at work an hour before your scheduled work hours.
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A,C | Question # 3 Answer: A,C,D | Question # 4 Answer: C | Question # 5 Answer: A |
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