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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Who is primary responsible for creating a positive work environment?

A) managers
B) everyone
C) Human Resources
D) executive

2. Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

A) to determine the proper temperament
B) to determine the properinsourcing/outsourcing levels
C) to determine the required skills
D) to establish the required Service Level Agreements

3. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) employee
B) manager
C) employee's colleagues
D) Human Resources Director.

4. What is the best description of organizational change management?

A) Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
B) Organizational change management is a standard that guides development activities.
C) Organizational change management is a process designed to influence variables associated with change to achieve desired results.
D) Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.

5. Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)

A) link rewards to specific behaviors in a timely fashion
B) highlight both individual and team contributions at staff or team meetings.
C) publicly post individual performance rankings
D) reward actions that support the team's vision and business goals

Solutions: