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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which factor has the greatest effect on business continuity planning?

A) The return on investment (ROI)
B) The price of implementing the plan
C) The cost of downtime to the business
D) The location of the support center

2. Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

A) stat reviews
B) gap analysis
C) analyst reviews
D) regional trend analysis

3. What is a best practice for managing the bottom line performance of the support center?

A) Focus on the technological aspects of the support center.
B) Consider the impact to your team before making decisions.
C) Ensure that expectations for deliverables are clearly understood.
D) Make progress reports optional for your staff.

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

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

5. What is the best description of benchmarking in a support center?

A) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
B) Benchmarking is a comparative study of the support center's performance against comparable organizations.
C) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
D) Benchmarking is allowing your support staff to determine the method it will use to provide service.

Solutions: