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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: People Management | - Team leadership
|
| Topic 2: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 3: Technology and Knowledge Management | - Support infrastructure
|
| Topic 4: Service Delivery Management | - Operational management
|
| Topic 5: Process Improvement | - Service optimization
|
| Topic 6: Quality and Performance Management | - Continuous improvement
|
| Topic 7: Financial and Resource Management | - Business management
|
HDI Help Desk Manager Sample Questions:
1. What is a key principle of negotiation with customers?
A) Stick to the facts and ignore the customer's emotions.
B) Focus on the individual rather than on the resolution.
C) Seek a solution that aligns with support center policies and processes.
D) Determine the customer's underlying need and seek a mutually beneficial solution.
2. Which statement about contract staffing is true?
A) Contract employees are allowed to work hours that are not specifically defined by their company.
B) Contract employees may hinder teamwork if they do not work closely with full-time employees
C) Contract employees receive more benefits than full-time employees
D) Contract employees can only be let go by their company.
3. Which concept refers to identifying required staffing based on projected volume?
A) insourcing
B) trend awareness
C) resource planning
D) outsourcing
4. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)
A) stake holder
B) Service-level managers
C) Help Desk manager
D) service provider
E) customer
5. What must be included in an IT change management process?
A) The support center must commit to the change even if it fails.
B) The possible risks of the proposed change must be assessed.
C) Any cross-cultural communication issues must be addressed.
D) The service level agreement must be modified to include the change.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D,E | Question # 5 Answer: B |
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