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

2. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) call flows
B) days and hours of service
C) training material
D) products supported

3. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) verbal communications
B) written documentation
C) past performance problems
D) non-verbal communications

4. What should you consider when performing workforce scheduling and resource planning? (Choose three)

A) how to project future workloads based on past request arrival patterns
B) the need to identify required staffing based on projected volume
C) insourcing and outsourcing procedures
D) the random nature of call arrival patterns

5. What should the Help Desk consider when working with different customers?

A) All customers are unique individuals with their own perceptions
B) All customers have similar expectations regarding quality service
C) All customers consider their problem to be an emergency
D) Customers who work for the same company have similar expectations

Solutions: