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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

A) Customers are more likely to provide responses of futuresurvey's
B) Customers care how your Help Desk is doing
C) Help Desk performance can be measured against expectations
D) The feedback may indicate whether or not you are meeting your mission

2. What is a best practice for establishing effective relationships with other parts of the service organization?

A) Maximal personal benefits
B) There is no single best way
C) Treat others as you would like to be treated.

3. What is a best practice for retaining valuable members of your team?

A) Avoid criticizing the members of your team.
B) Let the members of your team figure out the job for themselves.
C) Pay less than the industry average for the position.
D) Provide your employees with a clear career path.

4. What is the primary difference between incident management and problem management?

A) Problem management is focused on helping customer; incident management is focused on processes and procedures.
B) Problem management prevents customers fromcalling ;incident management handles calls when customers do call
C) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
D) Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

5. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) access to computer telephony technologies
B) empowerment from management
C) specific statement of performance expectations
D) use of visual status boards

Solutions: