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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| People Management | - Team leadership
|
| Technology and Knowledge Management | - Support infrastructure
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Process Improvement | - Service optimization
|
| Financial and Resource Management | - Business management
|
| Quality and Performance Management | - Continuous improvement
|
| Service Delivery Management | - Operational management
|
HDI Help Desk Manager Sample Questions:
What is the most likely benefit of implementing a knowledge management system in a support center?
- A. Implementing a knowledge management system increases the customer's dependence upon support services.
- B. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
- C. Implementing a knowledge management system supports computer-telephony integration.
- D. Implementing a knowledge management system helps build rapport among teams in the support center.
What are three steps in an employee gap analysis? (Choose three)
- A. identify employee skills
- B. Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)
- C. list the skills of each employee and compare them to each other
- D. compare the job skills for the employee's current position to the skills required for the next job level.
What is the most likely benefit of implementing an organizational change management process?
- A. A change management process prevents unpopular changes from being made.
- B. A change management process eliminates the damage created by unnecessary changes.
- C. A change management process ensures that all changes will be successful.
- D. A change management process improves the productivity of customers.
What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?
- A. Automatic call distributor
- B. Personal digital assistant
- C. Remote control
- D. Customer management system
Which technology reduces Help Desk call volumes?
- A. telephone
- B. self-service
- C. e-mail
- D. voice mail
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