HDI Support Center Manager Exam WITH
Questions and Answers
Do
Delay
Delegate
Dump - ANSWER What are the four "D's" (4D) of time management?
Service Management Systems - ANSWER 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 - ANSWER Today's support center has
evolved into k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity - ANSWER 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 - ANSWER 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 - ANSWER What are the four steps in the project
management process?
b. Delegate - ANSWER 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 - ANSWER 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 - ANSWER "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 - ANSWER 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 -
ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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
a. Determine savings associated with a project - ANSWER 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 - ANSWER 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
Questions and Answers
Do
Delay
Delegate
Dump - ANSWER What are the four "D's" (4D) of time management?
Service Management Systems - ANSWER 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 - ANSWER Today's support center has
evolved into k__ v____-_____ s_______ for IT and the organization
a. Encourage Creativity - ANSWER 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 - ANSWER 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 - ANSWER What are the four steps in the project
management process?
b. Delegate - ANSWER 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 - ANSWER 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 - ANSWER "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 - ANSWER 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 -
ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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
a. Determine savings associated with a project - ANSWER 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 - ANSWER 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
