HDI Support Center Manager
Exam questions and answers
What are the four "D's" (4D) of time management?
https://www.beyond.com/articles/the-four-d-s-of-time-management-
11604-article.html - answer Do
Delay
Delegate
Dump
The following are benefits of what type of systems?
1. Increased value of IT Support Services
2. Improved quality of information for management analysis
3. Improved decision-making based on timely and
accurate ....management information
4. Improved reporting of performance and thresholds
5. Report on the effect of changes and releases on
the .....environment, customers, and IT support - answer Service
Management Systems
Today's support center has evolved into k__ v____-_____ s_______ for IT
and the organization - answer Key Value-Added Services
To become a more effective leader, where should you concentrate
your improvement effort?
a. Encourage creativity
,b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives - answer a. Encourage Creativity
Identifying future leaders can be done in what way?
a. Finding a person seeking a pay increase that comes with
promotion
b. Finding a person willing to come to you with problems and ask for
solutions
c. Finding someone with a questionable view of the business and
the team
d. Finding someone who has proven themselves to be a trustworthy
person - answer d. Finding someone who has proven themselves to
be a trustworthy person
What are the four steps in the project management process? -
answer c.
Initiation
Design
Production
Closing
What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task? - answer b. Delegate
A support center analyst is asked to install an illegal copy of
software and it is escalated to you. What leadership competency do
you display when you contact the end user to explain the
organization's policy preventing such installations? - answer c.
Strong service ethics
,"Our goal is to become the industry leader in technology
infrastructure support and provide best-in-class service to our
customers." This is an example of what type of statement?
a. Mission
b. Strategy
c. Value
d. Vision - answer d. Vision
What is an important component of a mission statement?
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement - answer c. Value statement
What is a key function of the support organization?
a. Augment the support center when call volume is high
b. Provide end users with access to secure facilities when needed
c. Reduce the impact of incidents and changes to the business
d. Resolve incidents that are escalated to the support center -
answer d. Resolve incidents that are escalated to the support
center
You want to enable people to feel valued and motivated. What
should you do in order to achieve this?
a. Delegate fewer responsibilities
, b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically - answer b. Improve your emotional
intelligence
If a team member is emotionally hijacked, which is necessary before
you speak to them?
a. Allow them time to normalize
b. Be assertive to get your point across
c. Talk to your manager about them
d. Speak to them slowly and clearly - answer a. Allow them time to
normalize
What is the last step of performing a cost/benefit analysis?
a. Calculate quantifiable cost savings
b. Create a return on investment report
c. Identify productivity improvements
d. Report time savings for employees - answer b. Create a return
on investment
What is the purpose of completing a cost/benefit calculation?
a. Determine savings associated with a project
b. Document costs for accounting requirements
c. Get approval for a project with low expenses
d. Identify staff reductions to reduce expenses - answer a.
Determine savings associated with a project
Exam questions and answers
What are the four "D's" (4D) of time management?
https://www.beyond.com/articles/the-four-d-s-of-time-management-
11604-article.html - answer Do
Delay
Delegate
Dump
The following are benefits of what type of systems?
1. Increased value of IT Support Services
2. Improved quality of information for management analysis
3. Improved decision-making based on timely and
accurate ....management information
4. Improved reporting of performance and thresholds
5. Report on the effect of changes and releases on
the .....environment, customers, and IT support - answer Service
Management Systems
Today's support center has evolved into k__ v____-_____ s_______ for IT
and the organization - answer Key Value-Added Services
To become a more effective leader, where should you concentrate
your improvement effort?
a. Encourage creativity
,b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives - answer a. Encourage Creativity
Identifying future leaders can be done in what way?
a. Finding a person seeking a pay increase that comes with
promotion
b. Finding a person willing to come to you with problems and ask for
solutions
c. Finding someone with a questionable view of the business and
the team
d. Finding someone who has proven themselves to be a trustworthy
person - answer d. Finding someone who has proven themselves to
be a trustworthy person
What are the four steps in the project management process? -
answer c.
Initiation
Design
Production
Closing
What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task? - answer b. Delegate
A support center analyst is asked to install an illegal copy of
software and it is escalated to you. What leadership competency do
you display when you contact the end user to explain the
organization's policy preventing such installations? - answer c.
Strong service ethics
,"Our goal is to become the industry leader in technology
infrastructure support and provide best-in-class service to our
customers." This is an example of what type of statement?
a. Mission
b. Strategy
c. Value
d. Vision - answer d. Vision
What is an important component of a mission statement?
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement - answer c. Value statement
What is a key function of the support organization?
a. Augment the support center when call volume is high
b. Provide end users with access to secure facilities when needed
c. Reduce the impact of incidents and changes to the business
d. Resolve incidents that are escalated to the support center -
answer d. Resolve incidents that are escalated to the support
center
You want to enable people to feel valued and motivated. What
should you do in order to achieve this?
a. Delegate fewer responsibilities
, b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically - answer b. Improve your emotional
intelligence
If a team member is emotionally hijacked, which is necessary before
you speak to them?
a. Allow them time to normalize
b. Be assertive to get your point across
c. Talk to your manager about them
d. Speak to them slowly and clearly - answer a. Allow them time to
normalize
What is the last step of performing a cost/benefit analysis?
a. Calculate quantifiable cost savings
b. Create a return on investment report
c. Identify productivity improvements
d. Report time savings for employees - answer b. Create a return
on investment
What is the purpose of completing a cost/benefit calculation?
a. Determine savings associated with a project
b. Document costs for accounting requirements
c. Get approval for a project with low expenses
d. Identify staff reductions to reduce expenses - answer a.
Determine savings associated with a project
