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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be prepared to add staff should a new service fail
B) meet regularly with focus groups and team members to evaluate past performances
C) be active in the implementation plan for new products
D) meet regularly with stakeholders to determine training gaps

2. External outsourcing by a third party is the preferred method of support in which situation?

A) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
B) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
C) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
D) Your support organization supports a number of proprietary applications and has significant security restrictions.

3. What should the Help Desk consider when working with different customers?

A) Customers who work for the same company have similar expectations
B) All customers consider their problem to be an emergency
C) All customers have similar expectations regarding quality service
D) All customers are unique individuals with their own perceptions

4. 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.

5. 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) customer
B) service provider
C) Help Desk manager
D) Service-level managers
E) stake holder

Solutions: