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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

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

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

2. What should analysts do to ensure that a shared work environment is effective?

A) use discretion and courtesy
B) allow employees to adjust their workstations to meet their personal needs
C) make the environment as comfortable as possible with pictures and colors
D) play music to reduce stress levels

3. What is the relationship between the support center's average speed to answer and its abandon rate?

A) If the average speed to answer is high then the abandon rate is likely to be high.
B) If the average speed to answer is high then the abandon rate is likely to be low.
C) The average speed to answer has no effect on the abandon rate.
D) If the average speed to answer is low then the abandon rate is likely to be high.

4. Which three should be included in the professional development plans for your staff? (Choose three)

A) an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
B) a list of classes available in your corporate training center.
C) an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
D) a list of training programs that the staff member should take in the month ahead.

5. What is the best description of organizational change management?

A) Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
B) Organizational change management is a standard that guides development activities.
C) Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
D) Organizational change management is a process designed to influence variables associated with change to achieve desired results.

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