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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Who is primary responsible for creating a positive work environment?

A) Human Resources
B) executive
C) managers
D) everyone

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 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.
C) Your support organization supports a number of proprietary applications and has significant security restrictions.
D) 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.

3. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system reduces the time needed to train new employees.
B) Implementing a knowledge management system allows the support center to cut back on its hours of operation.
C) Implementing a knowledge management system keeps ownership of knowledge in the support center.
D) Implementing a knowledge management system promotes competition among support teams.

4. What are three benefits of mentoring programs? (Choose three)

A) They help retain personnel with optimal skills.
B) They help team members develop strategic vision statements.
C) They allow team members potential growth opportunities.
D) They help team members improve

5. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the customer is threatening to take the issue higher.
B) Taking risks is appropriate if the risk is directly connected to service delivery.
C) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
D) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.

Solutions: