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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 2: Service Delivery Management | - Operational management
|
| Topic 3: Process Improvement | - Service optimization
|
| Topic 4: Technology and Knowledge Management | - Support infrastructure
|
| Topic 5: People Management | - Team leadership
|
| Topic 6: Financial and Resource Management | - Business management
|
| Topic 7: Quality and Performance Management | - Continuous improvement
|
HDI Help Desk Manager Sample Questions:
1. Which statement best describes IT configuration management?
A) IT configuration management controls the support center's hardware.
B) IT configuration management is lifecycle management for IT equipment.
C) IT configuration management restricts the improper use of software.
D) IT configuration management is a comprehensive IT library.
2. What are two ways to understand and value cultural difference ? (Choose two)
A) study the business practices of successful multinational business
B) take a course in cross-cultural studies
C) take a course in business administration
D) study the business practices in relation to the mission statement
3. What best describes the role of the support center in the change management process?
A) The support center authorizes the change after assessing its impact.
B) The support center documents customer queries prior to the change.
C) The support center tracks the impact that the change has on customers.
D) The support center archives change reports for the knowledge base.
4. Which three metric calculations impact customer satisfaction? (Choose three)
A) First Call Resolution Rate
B) Abandonment Rate
C) Averaged Speed of Answer
D) Average Talk Time
E) AverageAfter Call Work Time
5. Which concept refers to identifying required staffing based on projected volume?
A) trend awareness
B) insourcing
C) resource planning
D) outsourcing
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B | Question # 3 Answer: C | Question # 4 Answer: A,B,C | Question # 5 Answer: C |
