2. HDI SUPPORT CENTER DIRECTOR
COURSE EXAM QUESTIONS AND
ANSWERS
Define Stakeholder - Correct Answers -A stakeholder is any person or group that has an
interest in the support organization
-Executives/senior management
-Customers
-Peer management
-Employees
-Partners
-Contractors
-Suppliers
-Team/staff
Explain how to manage stakeholder expectations - Correct Answers -Establishing
collaborative relationships with other parts of the IT service organization
Evaluating current levels of performance and soliciting feedback to understand if needs
are being met
Ensuring that the support service offerings are clearly defined in the service catalog
Communicating service levels based on resources and capability
Using multiple channels to provide information about support services
Describing how support center objectives and key performance indicators (KPIs)
support business objectives and KPIs
Define Operations Management - Correct Answers -Operations Management is the
management of the tactical activities that are necessary to ensure day-to-day efficiency
and effectiveness in the support organization
,Explain the objective of Operations Management - Correct Answers -The objective of
Operations Management is to ensure that all activities necessary to meet established
goals are fulfilled
Describe how to integrate people, process, and technology to build an effective
organization - Correct Answers -To build an effective organization, integrate people,
process and technology by;
Explain the purpose of a code of conduct - Correct Answers --Ensure that all employees
understand what the organization expects from them
-Document the organization's standards of moral and ethical behavior
-Document the behavior expected of employees
-Serve as a resource for employees for vague or questionable areas of behavior
Explain how to demonstrate equitable treatment of all people and situations - Correct
Answers --Adhering to enterprise policies and procedures and organizational
requirements for the ethical and equitable treatment of employees
-Listening to all aspects of a situation and considering all policies procedures, and
guidelines before deciding on a course of action
Explain how to promote strong service ethics - Correct Answers --Demonstrating
willingness to help support staff
-Understanding customer perspective and weighing actions and decisions against
corporate ethical standards
-Assessing processes against people skills, cost, and/or value/affordability and
adjusting accordingly
-Conducting staff skills gap assessments and hiring or training to fill the gaps
-Emphasizing that technology alone will not solve problems or improve processes
-Ensuring that processes are well documented
-Developing and implementing ongoing training and coaching programs
Implementing Quality Assurance programs
Define a gap analysis - Correct Answers -A gap analysis is the comparison of actual
performance against past or potential performance, typically to identify actions needed
to achieve the desired state
Explain the benefits of a gap analysis - Correct Answers --Identifying areas for
improvement
-Recognizing the difference between cause and effect
-Establishing better plans of action
-Making more informed recommendations
Explain the differences between strategic and tactical planning - Correct Answers -
Strategic planning involves long-term planning; whereas, tactical planning involves day-
to-day operations
,Define a vision statment - Correct Answers -A vision statement is a view of the future
state of the organization or department. It is an "ideal" picture of what the organization
wants to become, as viewed by customers and employees
List the characteristics of a vision statement - Correct Answers -Vision statements;
-Are values-based
-Should inspire pride, commitment, and a sense of belonging
-Should stretch capabilities and the self-image of the organization
Identify the purpose and characteristics of a mission statement - Correct Answers -
Mission statements:
-Identify the steps/actions necessary to accomplish the vision
-Align organizational role to organizational objectives
-Inspire commitment and typically includes:
Purpose statement - what the organization is trying to achieve
Business statement - business practices to achieve stated purpose
Value statement - principles or beliefs, commitment to quality, integrity, innovation
Explain the purpose of IT Financial Management - Correct Answers -IT Financial
Management provides the resources to identify costs and determine the value of
services and service assets, develops pricing models for IT Services, and develops
cost/benefit, return on investment (ROI) and value on investment (VOI) models
Describe the responsibilities of the support center director in Financial Management -
Correct Answers -The responsibilities of the support center director in Financial
Management are to:
-Ensure the support center budget provides adequate funding to deliver the agreed
service levels
-Work with financial management to develop models for the support center
-Develop pricing
Define business terminology related to the business/enterprise - Correct Answers -
Depreciation - An allowance made for a loss in value of property
Return on Investment (ROI) - A financial calculation used to determine the time it will
take to recover the cost of an asset (payback period)
Request for Information (RFI) - A standard business process whose purpose is to
collect written information about the capabilities of various suppliers
, Request for Proposal (RFP) - An invitation for suppliers, through a bidding process, to
bid on a specific product or service. An RFP is usually par of a complex sales process,
also known as enterprise sales
Burdened cost - Includes the cost of labor (salary), pus benefits, employment taxes (if
any), and related overhead expenses (such as the cost of the office and cost of support
services)
Total cost of ownership (TCO) - A financial calculation used to analyze the direct and
indirect costs of owning and using hardware and software
Variable budget expenses - Variable costs are based on usage or other variables (e.g.,
supplies, paper)
Fixed budget expenses - Fixed costs do not change over time, and are not based on
usage or other similar factors (e.g., taxes, rent)
Allocated budget expenses - To set apart for a particular purpose; assign or allot
Describe the activities involved in financial management - Correct Answers -
Development and documentation of a cost model reflecting the direct, indirect, and
overhead costs associated with the operation of the support center
Decision and rationale for utilizing (or not utilizing) a charge-out strategy to recover the
costs associated with the operation of the support center
Identify and explain the common Financial Management metrics that a support center
director should use - Correct Answers -Value of support center services
Total cost of support
Total cost of support center operations
Budget adherence and variances
Support unit cost - per user, per desktop, per call, per incident
Cost recovered via chargebacks
Achieved bonuses/penalties for service level achievements
Describe ROI calculations and how they are used to make business decisions - Correct
Answers -The ROI ratio (expressed as a percentage) is derived by converting program
benefits to monetary value, subtracting the program costs from the monetary value,
COURSE EXAM QUESTIONS AND
ANSWERS
Define Stakeholder - Correct Answers -A stakeholder is any person or group that has an
interest in the support organization
-Executives/senior management
-Customers
-Peer management
-Employees
-Partners
-Contractors
-Suppliers
-Team/staff
Explain how to manage stakeholder expectations - Correct Answers -Establishing
collaborative relationships with other parts of the IT service organization
Evaluating current levels of performance and soliciting feedback to understand if needs
are being met
Ensuring that the support service offerings are clearly defined in the service catalog
Communicating service levels based on resources and capability
Using multiple channels to provide information about support services
Describing how support center objectives and key performance indicators (KPIs)
support business objectives and KPIs
Define Operations Management - Correct Answers -Operations Management is the
management of the tactical activities that are necessary to ensure day-to-day efficiency
and effectiveness in the support organization
,Explain the objective of Operations Management - Correct Answers -The objective of
Operations Management is to ensure that all activities necessary to meet established
goals are fulfilled
Describe how to integrate people, process, and technology to build an effective
organization - Correct Answers -To build an effective organization, integrate people,
process and technology by;
Explain the purpose of a code of conduct - Correct Answers --Ensure that all employees
understand what the organization expects from them
-Document the organization's standards of moral and ethical behavior
-Document the behavior expected of employees
-Serve as a resource for employees for vague or questionable areas of behavior
Explain how to demonstrate equitable treatment of all people and situations - Correct
Answers --Adhering to enterprise policies and procedures and organizational
requirements for the ethical and equitable treatment of employees
-Listening to all aspects of a situation and considering all policies procedures, and
guidelines before deciding on a course of action
Explain how to promote strong service ethics - Correct Answers --Demonstrating
willingness to help support staff
-Understanding customer perspective and weighing actions and decisions against
corporate ethical standards
-Assessing processes against people skills, cost, and/or value/affordability and
adjusting accordingly
-Conducting staff skills gap assessments and hiring or training to fill the gaps
-Emphasizing that technology alone will not solve problems or improve processes
-Ensuring that processes are well documented
-Developing and implementing ongoing training and coaching programs
Implementing Quality Assurance programs
Define a gap analysis - Correct Answers -A gap analysis is the comparison of actual
performance against past or potential performance, typically to identify actions needed
to achieve the desired state
Explain the benefits of a gap analysis - Correct Answers --Identifying areas for
improvement
-Recognizing the difference between cause and effect
-Establishing better plans of action
-Making more informed recommendations
Explain the differences between strategic and tactical planning - Correct Answers -
Strategic planning involves long-term planning; whereas, tactical planning involves day-
to-day operations
,Define a vision statment - Correct Answers -A vision statement is a view of the future
state of the organization or department. It is an "ideal" picture of what the organization
wants to become, as viewed by customers and employees
List the characteristics of a vision statement - Correct Answers -Vision statements;
-Are values-based
-Should inspire pride, commitment, and a sense of belonging
-Should stretch capabilities and the self-image of the organization
Identify the purpose and characteristics of a mission statement - Correct Answers -
Mission statements:
-Identify the steps/actions necessary to accomplish the vision
-Align organizational role to organizational objectives
-Inspire commitment and typically includes:
Purpose statement - what the organization is trying to achieve
Business statement - business practices to achieve stated purpose
Value statement - principles or beliefs, commitment to quality, integrity, innovation
Explain the purpose of IT Financial Management - Correct Answers -IT Financial
Management provides the resources to identify costs and determine the value of
services and service assets, develops pricing models for IT Services, and develops
cost/benefit, return on investment (ROI) and value on investment (VOI) models
Describe the responsibilities of the support center director in Financial Management -
Correct Answers -The responsibilities of the support center director in Financial
Management are to:
-Ensure the support center budget provides adequate funding to deliver the agreed
service levels
-Work with financial management to develop models for the support center
-Develop pricing
Define business terminology related to the business/enterprise - Correct Answers -
Depreciation - An allowance made for a loss in value of property
Return on Investment (ROI) - A financial calculation used to determine the time it will
take to recover the cost of an asset (payback period)
Request for Information (RFI) - A standard business process whose purpose is to
collect written information about the capabilities of various suppliers
, Request for Proposal (RFP) - An invitation for suppliers, through a bidding process, to
bid on a specific product or service. An RFP is usually par of a complex sales process,
also known as enterprise sales
Burdened cost - Includes the cost of labor (salary), pus benefits, employment taxes (if
any), and related overhead expenses (such as the cost of the office and cost of support
services)
Total cost of ownership (TCO) - A financial calculation used to analyze the direct and
indirect costs of owning and using hardware and software
Variable budget expenses - Variable costs are based on usage or other variables (e.g.,
supplies, paper)
Fixed budget expenses - Fixed costs do not change over time, and are not based on
usage or other similar factors (e.g., taxes, rent)
Allocated budget expenses - To set apart for a particular purpose; assign or allot
Describe the activities involved in financial management - Correct Answers -
Development and documentation of a cost model reflecting the direct, indirect, and
overhead costs associated with the operation of the support center
Decision and rationale for utilizing (or not utilizing) a charge-out strategy to recover the
costs associated with the operation of the support center
Identify and explain the common Financial Management metrics that a support center
director should use - Correct Answers -Value of support center services
Total cost of support
Total cost of support center operations
Budget adherence and variances
Support unit cost - per user, per desktop, per call, per incident
Cost recovered via chargebacks
Achieved bonuses/penalties for service level achievements
Describe ROI calculations and how they are used to make business decisions - Correct
Answers -The ROI ratio (expressed as a percentage) is derived by converting program
benefits to monetary value, subtracting the program costs from the monetary value,
