HDI SUPPORT CENTER MANAGER
EXAM QUESTIONS AND ANSWERS
(GRADED A+)
Do
Delay
Delegate
Dump - ANSWER-What are the four "D's" (4D) of time management?
https://www.beyond.com/articles/the-four-d-s-of-time-management-11604-article.html
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
d. Technical skills requirements
c. Perform a telephone interview - ANSWER-Which of the following is a component of
the interview process?
a. Identify position requirements
b. Perform a skills gap analysis
c. Perform a telephone interview
d. Review the job description
b. Intrinsic motivation - ANSWER-What moves you to do something because you feel a
great deal of personal enjoyment after it is completed?
a. External inspiration
b. Intrinsic motivation
c. Public recognition
d. Sense of self-pride
EXAM QUESTIONS AND ANSWERS
(GRADED A+)
Do
Delay
Delegate
Dump - ANSWER-What are the four "D's" (4D) of time management?
https://www.beyond.com/articles/the-four-d-s-of-time-management-11604-article.html
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
d. Technical skills requirements
c. Perform a telephone interview - ANSWER-Which of the following is a component of
the interview process?
a. Identify position requirements
b. Perform a skills gap analysis
c. Perform a telephone interview
d. Review the job description
b. Intrinsic motivation - ANSWER-What moves you to do something because you feel a
great deal of personal enjoyment after it is completed?
a. External inspiration
b. Intrinsic motivation
c. Public recognition
d. Sense of self-pride
