HDI SUPPORT CENTER MANAGER EXAM (ACTUAL
EXAM) WITH CORRECT ACTUAL QUESTIONS AND
CORRECTLY WELL DEFINED ANSWERS
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Terms in this set (150)
What are the four "D's" (4D) of time Do
management? Delay
Delegate
https://www.beyond.com/articles/the Dump
-four-d-s-of-time-management-
11604-article.html
,The following are benefits of what Service Management Systems
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
Today's support center has evolved Key Value-Added Services
into k__ v____-_____ s_______ for IT and the
organization
To become a more effective leader, a. Encourage Creativity
where should you concentrate your
improvement effort?
a. Encourage creativity
b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives
, Identifying future leaders can be d. Finding someone who has proven themselves to
done in what way? be a trustworthy person
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
What are the four steps in the project c.
management process? Initiation
Design
Production
Closing
What component of the "4D" rule b. Delegate
utilized in effective time management
practices involves having another
person assist with completing a task?
A support center analyst is asked to c. Strong service ethics
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?
EXAM) WITH CORRECT ACTUAL QUESTIONS AND
CORRECTLY WELL DEFINED ANSWERS
Play your way to mastery with fun games
Match Blocks Charms NEW
Terms in this set (150)
What are the four "D's" (4D) of time Do
management? Delay
Delegate
https://www.beyond.com/articles/the Dump
-four-d-s-of-time-management-
11604-article.html
,The following are benefits of what Service Management Systems
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
Today's support center has evolved Key Value-Added Services
into k__ v____-_____ s_______ for IT and the
organization
To become a more effective leader, a. Encourage Creativity
where should you concentrate your
improvement effort?
a. Encourage creativity
b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives
, Identifying future leaders can be d. Finding someone who has proven themselves to
done in what way? be a trustworthy person
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
What are the four steps in the project c.
management process? Initiation
Design
Production
Closing
What component of the "4D" rule b. Delegate
utilized in effective time management
practices involves having another
person assist with completing a task?
A support center analyst is asked to c. Strong service ethics
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?
