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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Team leadership
|
| Process Improvement | - Service optimization
|
| Technology and Knowledge Management | - Support infrastructure
|
| Financial and Resource Management | - Business management
|
| Service Delivery Management | - Operational management
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Quality and Performance Management | - Continuous improvement
|
HDI Help Desk Manager Sample Questions:
1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
A) demonstrate your commitment to the organization
B) seek feedback from the analysts on job difficulties
C) take the time recruit and hire new employees
D) produce individual and team performance reports
2. What deductive reasoning based on?
A) A general consensus of opinion
B) Future trends predication
C) Logical steps and analysis
D) Internet research
3. What system allows you to view Key Performance Indicators in real time?
A) CTE
B) PKI
C) Computer Telephony Integration (CTI)
D) SETI
4. Which concept refers to identifying required staffing based on projected volume?
A) insourcing
B) resource planning
C) trend awareness
D) outsourcing
5. Which function is most likely to be performed by a self-healing tool?
A) Self-healing tools run auto backups.
B) Self-healing tools update registry settings.
C) Self-healing tools delete illegal software.
D) Self-healing tools shut down computer systems.
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: B |
