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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the benefit of outsourcing compared to insourcing?

A) improved average speed of answer
B) improved quality
C) greater control of support resources
D) lower capital cost for equipment and systems

2. What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A) study best practices for top performing organizations and set your strategies accordingly
B) minimize cost
C) consider the impact of the proposed services on the success of the organization as a whole
D) propose the highest level of support possible

3. What is the primary advantage of using self-help tools in a support center?

A) Self-help tools encourage more customers to call for support.
B) Self-help tools provide consistent responses to repetitive requests.
C) Self-help tools improve the rapport between customers and analysts.
D) Self-help tools keep customers dependent on the support center.

4. Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

A) interviews with key stakeholders, customers, and leaders
B) round-table meeting with employees
C) focus groups
D) consistent and right-impact feedback to team members

5. What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

A) require regular meetings with your employees
B) review historical successes and failure of the organization
C) create clear roles and responsibilities for all team members
D) participate in enterprise-wide initiatives and cross-functional teams

Solutions: