HDI Support Center Manager
Quiz Exam questions and
answers
To become a more effective leader, where should you concentrate
your improvement effort? - answer a. Encouraging creativity
b. Executing operational plans
c. Performing actions yourself
d. Providing monetary incentives
Identifying future leaders can be done in what way? - answer 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 management process? -
answer a. Analysis, Design , Production, Closing
b. Development, Planning, Closing, Review
c. Initiation, Design, Production, Closing
d. Initiation, Monitoring, Production , Closing
What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task? - answer a. Define
b. Delegate
, c. Describe
d. Direct
A support center analyst is asked to install an illegal copy of a
software application on a laptop owned by the organization and
escalates the request to you. What leadership competency do you
display when you contact the end user to explain the organization's
policy preventing installation of illegal software? - answer a.
Enforcement of policies.
b. Personal accountability.
c. Strong service ethics.
d. Support for your staff.
"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? - answer
a. Mission
b. Strategy
c. Value
d. Vision
What is an important component of a mission statement? - answer
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
What is a key function of the support organization? - answer 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.
Quiz Exam questions and
answers
To become a more effective leader, where should you concentrate
your improvement effort? - answer a. Encouraging creativity
b. Executing operational plans
c. Performing actions yourself
d. Providing monetary incentives
Identifying future leaders can be done in what way? - answer 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 management process? -
answer a. Analysis, Design , Production, Closing
b. Development, Planning, Closing, Review
c. Initiation, Design, Production, Closing
d. Initiation, Monitoring, Production , Closing
What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task? - answer a. Define
b. Delegate
, c. Describe
d. Direct
A support center analyst is asked to install an illegal copy of a
software application on a laptop owned by the organization and
escalates the request to you. What leadership competency do you
display when you contact the end user to explain the organization's
policy preventing installation of illegal software? - answer a.
Enforcement of policies.
b. Personal accountability.
c. Strong service ethics.
d. Support for your staff.
"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? - answer
a. Mission
b. Strategy
c. Value
d. Vision
What is an important component of a mission statement? - answer
a. Department slogan
b. Organization name
c. Value statement
d. Vision statement
What is a key function of the support organization? - answer 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.
