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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Knowledge Management | - Support infrastructure
|
| People Management | - Team leadership
|
| Quality and Performance Management | - Continuous improvement
|
| Service Delivery Management | - Operational management
|
| Process Improvement | - Service optimization
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Financial and Resource Management | - Business management
|
HDI Help Desk Manager Sample Questions:
1. What is a best practice for ensuring that you are continuously learning?
A) Swap jobs with colleagues in other departments.
B) Create an individual development plan for yourself.
C) Go to industry shows every month.
D) Solicit Web site recommendations from colleagues.
2. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
A) Publish a list of agents ranked by who has the most talk time
B) Recognize and reward the individual who handles the most calls
C) Recognize and reward the individual who has the least "notavailable"time.
D) Publish trend reports for the group as a whole
3. Organizational development needs are determined by which three methods? (Choose three)
A) individual assessment
B) skill gap analysis
C) position profiling
D) project analysis
4. What is a best practice for establishing effective relationships with other parts of the service organization?
A) There is no single best way
B) Maximal personal benefits
C) Treat others as you would like to be treated.
5. What are three steps in an employee gap analysis? (Choose three)
A) 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)
B) list the skills of each employee and compare them to each other
C) identify employee skills
D) compare the job skills for the employee's current position to the skills required for the next job level.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A,B,C | Question # 4 Answer: C | Question # 5 Answer: A,C,D |
