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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Leadership and People Management | - Team leadership and supervision
|
| Technology and Tools in Service Management | - Service desk tools and automation
|
| Service Desk Operations Management | - Knowledge and Documentation Management
|
| Customer Experience Management | - Customer satisfaction and service quality
|
HDI Help Desk Manager Sample Questions:
Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?
- A. UPS usage reports
- B. call answer plans
- C. Gap analysis reports
- D. contingency plans
Correct Answer: D 🗳️
What is the best description of a good leader?
- A. A good leader inspires the team.
- B. A good leader demands performance from the team.
- C. A good leader dictates to the team.
- D. A good leader dominates the team.
Correct Answer: A 🗳️
Which function is most likely to be performed by a self-healing tool?
- A. Self-healing tools delete illegal software.
- B. Self-healing tools run auto backups.
- C. Self-healing tools update registry settings.
- D. Self-healing tools shut down computer systems.
Correct Answer: C 🗳️
What destroys the reputation of the Help Desk and ruins the integrity of the company?
- A. poor confidentiality
- B. poor flexibility
- C. poor problem resolution
- D. poor business plans
Correct Answer: A 🗳️
What is the most likely benefit of having a good marketing strategy for the support center?
- A. A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
- B. A good marketing strategy decreases the support center's headcount.
- C. A good marketing strategy decreases the total cost of ownership for the support center.
- D. A good marketing strategy gives the support center's analysts more accountability.
Correct Answer: A 🗳️
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