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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

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

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

2. What is a best practice for providing direction and focus under chaotic circumstances?

A) Empathize with your team members.
B) Offer unpaid leave to your staff.
C) Assure staff that everything is fine.
D) Advise staff that big changes are imminent.

3. Which statement about contract staffing is true?

A) Contract employees receive more benefits than full-time employees
B) Contract employees can only be let go by their company.
C) Contract employees may hinder teamwork if they do not work closely with full-time employees
D) Contract employees are allowed to work hours that are not specifically defined by their company.

4. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) reduced resolution rates
B) timely call avoidance
C) improved employee morale
D) potential business growth

5. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) personal preference
B) implications to other business units.
C) cost versus benefit
D) employee opinion

Solutions: