HDI SUPPORT CENTER MANAGER
EXAM QUESTIONS AND ANSWERS
Do
Delay
Delegate
Dump - Correct 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
Service Management Systems - Correct Answers -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
Key Value-Added Services - Correct Answers -Today's support center has evolved into
k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity - Correct Answers -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
d. Finding someone who has proven themselves to be a trustworthy person - Correct
Answers -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
c.
Initiation
,Design
Production
Closing - Correct Answers -What are the four steps in the project management
process?
b. Delegate - Correct Answers -What component of the "4D" rule utilized in effective
time management practices involves having another person assist with completing a
task?
c. Strong service ethics - Correct Answers -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?
d. Vision - Correct Answers -"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
c. Value statement - Correct Answers -What is an important component of a mission
statement?
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
d. Resolve incidents that are escalated to the support center - Correct Answers -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
b. Improve your emotional intelligence - Correct Answers -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
, a. Allow them time to normalize - Correct Answers -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
b. Create a return on investment - Correct Answers -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
key performance indicators (KPIs) - Correct Answers -___ ____________ __________
are a measure of progress toward achieving one's goals and objectives. These are
specific to the goals of the organization.
leading or lagging - Correct Answers -KPIs can be either _______ or _______
indicators
Leading - Correct Answers -__________ indicators - "How likely are we to perform?" -
are the drivers or enablers of desired results. a.k.a performance indicators (PIs). They
are predictive in nature and allows the organization to make adjustments based on
results. Never place quotas or goals on these indicators.
a. Determine savings associated with a project - Correct Answers -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
d. Technical skills requirements - Correct Answers -What is an important component to
include in a job description for a support center analyst?
a. Incident logging procedures
b. First contact resolution percentage
c. Communications style
d. Technical skills requirements
EXAM QUESTIONS AND ANSWERS
Do
Delay
Delegate
Dump - Correct 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
Service Management Systems - Correct Answers -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
Key Value-Added Services - Correct Answers -Today's support center has evolved into
k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity - Correct Answers -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
d. Finding someone who has proven themselves to be a trustworthy person - Correct
Answers -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
c.
Initiation
,Design
Production
Closing - Correct Answers -What are the four steps in the project management
process?
b. Delegate - Correct Answers -What component of the "4D" rule utilized in effective
time management practices involves having another person assist with completing a
task?
c. Strong service ethics - Correct Answers -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?
d. Vision - Correct Answers -"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
c. Value statement - Correct Answers -What is an important component of a mission
statement?
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
d. Resolve incidents that are escalated to the support center - Correct Answers -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
b. Improve your emotional intelligence - Correct Answers -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
, a. Allow them time to normalize - Correct Answers -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
b. Create a return on investment - Correct Answers -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
key performance indicators (KPIs) - Correct Answers -___ ____________ __________
are a measure of progress toward achieving one's goals and objectives. These are
specific to the goals of the organization.
leading or lagging - Correct Answers -KPIs can be either _______ or _______
indicators
Leading - Correct Answers -__________ indicators - "How likely are we to perform?" -
are the drivers or enablers of desired results. a.k.a performance indicators (PIs). They
are predictive in nature and allows the organization to make adjustments based on
results. Never place quotas or goals on these indicators.
a. Determine savings associated with a project - Correct Answers -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
d. Technical skills requirements - Correct Answers -What is an important component to
include in a job description for a support center analyst?
a. Incident logging procedures
b. First contact resolution percentage
c. Communications style
d. Technical skills requirements
