1
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HDI Support Center Manager Questions
and Answers (100% Correct Answers)
Already Graded A+
Do
Delay
Delegate
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Dump [ANS:] What are the four "D's" (4D) of time management?
Guru01 - Stuvia
https://www.beyond.com/articles/the-four-d-s-of-time-
management-11604-article.html
Service Management Systems [ANS:] 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
, 2
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Key Value-Added Services [ANS:] Today's support center has
evolved into k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity [ANS:] To become a more effective
leader, where should you concentrate your improvement effort?
a. Encourage creativity
b. Execute operational plans
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c. Perform actions yourself
d. Provide monetary incentives
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d. Finding someone who has proven themselves to be a
trustworthy person [ANS:] 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.
, 3
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Initiation
Design
Production
Closing [ANS:] What are the four steps in the project management
process?
b. Delegate [ANS:] What component of the "4D" rule utilized in
effective time management practices involves having another
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person assist with completing a task?
c. Strong service ethics [ANS:] A support center analyst is asked to
install an illegal copy of software and it is escalated to you. What
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leadership competency do you display when you contact the
end user to explain the organization's policy preventing such
installations?
d. Vision [ANS:] "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 [ANS:] What is an important component of a
mission statement?
, 4
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a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
d. Resolve incidents that are escalated to the support center
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[ANS:] What is a key function of the support organization?
Guru01 - Stuvia
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 [ANS:] 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
For Expert help and assignment solutions, +254707240657
HDI Support Center Manager Questions
and Answers (100% Correct Answers)
Already Graded A+
Do
Delay
Delegate
© 2025 Assignment Expert
Dump [ANS:] What are the four "D's" (4D) of time management?
Guru01 - Stuvia
https://www.beyond.com/articles/the-four-d-s-of-time-
management-11604-article.html
Service Management Systems [ANS:] 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
, 2
For Expert help and assignment solutions, +254707240657
Key Value-Added Services [ANS:] Today's support center has
evolved into k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity [ANS:] To become a more effective
leader, where should you concentrate your improvement effort?
a. Encourage creativity
b. Execute operational plans
© 2025 Assignment Expert
c. Perform actions yourself
d. Provide monetary incentives
Guru01 - Stuvia
d. Finding someone who has proven themselves to be a
trustworthy person [ANS:] 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.
, 3
For Expert help and assignment solutions, +254707240657
Initiation
Design
Production
Closing [ANS:] What are the four steps in the project management
process?
b. Delegate [ANS:] What component of the "4D" rule utilized in
effective time management practices involves having another
© 2025 Assignment Expert
person assist with completing a task?
c. Strong service ethics [ANS:] A support center analyst is asked to
install an illegal copy of software and it is escalated to you. What
Guru01 - Stuvia
leadership competency do you display when you contact the
end user to explain the organization's policy preventing such
installations?
d. Vision [ANS:] "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 [ANS:] What is an important component of a
mission statement?
, 4
For Expert help and assignment solutions, +254707240657
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
d. Resolve incidents that are escalated to the support center
© 2025 Assignment Expert
[ANS:] What is a key function of the support organization?
Guru01 - Stuvia
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 [ANS:] 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
