HDI HD0-300 : Help Desk Manager

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. By asking customers to evaluate your present performance and suggest improvements what can you manage?

A) directlabour resourcing
B) financial trends
C) communications
D) stakeholder expectations

2. What best describes the role of the support center in the change management process?

A) The support center documents customer queries prior to the change.
B) The support center archives change reports for the knowledge base.
C) The support center tracks the impact that the change has on customers.
D) The support center authorizes the change after assessing its impact.

3. Which function is most likely to be performed by a self-healing tool?

A) Self-healing tools shut down computer systems.
B) Self-healing tools run auto backups.
C) Self-healing tools update registry settings.
D) Self-healing tools delete illegal software.

4. What are two benefits of external outsourcing?

A) It improves teamwork
B) It allows rapid improvement in support quality without impacting the customers being supported
C) It allows management to focus on the quality of the service provided rather than on the processes for delivering the service
D) It frees up space and equipment for internal growth.

5. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) verbal communications
B) written documentation
C) past performance problems
D) non-verbal communications

Solutions: