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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Knowledge Management | - Support infrastructure
|
| Topic 2: People Management | - Team leadership
|
| Topic 3: Service Delivery Management | - Operational management
|
| Topic 4: Financial and Resource Management | - Business management
|
| Topic 5: Quality and Performance Management | - Continuous improvement
|
| Topic 6: Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Topic 7: Process Improvement | - Service optimization
|
HDI Help Desk Manager Sample Questions:
How can you pursue continuous learning to stay current with industry standards? (Choose two)
- A. create an individual development plan
- B. volunteer for projects that require you toleam new information
- C. conduct monthly performance reviews
- D. communicate a need for change by providing a compelling business rationale
Correct Answer: A,B 🗳️
Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)
- A. instant messenger
- B. white boards
- C. e-mail
- D. voice mail
- E. overnight express mail
Correct Answer: C,D 🗳️
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 archives change reports for the knowledge base.
- C. The support center documents customer queries prior to the change.
- D. The support center tracks the impact that the change has on customers.
Correct Answer: D 🗳️
Which three statements about effective inter-departmental relationships are true? (Choose three)
- A. Management responsibilities are shared.
- B. You treat people in your organization as if they were your customer
- C. Other departments are supported even when they make a mistake
- D. Information is shared among departments within your organization
Correct Answer: B,C,D 🗳️
What is the primary difference between incident management and problem management?
- A. Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
- B. problemmanagment prevents customers from calling;incident management handles calls when customers do call.
- C. Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
- D. Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.
Correct Answer: D 🗳️
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