HDI Desktop Support Manager Certification Practice Exam
HDI Desktop Support Manager Certification
About HDI Desktop Support Manager Certification
This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs.
Who should take the exam?
The certification is suitable for the following candidates-
• Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
• Individuals who are preparing for the HDI Desktop Support Manager certification exam
Course Structure
1. Unit 1: Desktop Support
• The Evolution of Support
• Support Center Maturity
• Successful Desktop Support
2. Unit 2: Strategy
• Strategic Perspective
• Business Alignment
• SWOT
3. Unit 3: IT Financial Management
• IT Financial Management
• Cost, Value, and ROI
4. Unit 4: Technology and Service Support
• Service Desk Infrastructure
• Telephony Infrastructure
• Desktop Support Delivery Methods
• Service Management Systems
• Selecting Service Desk Technology
5. Unit 5: Service Level Management
6. Unit 6: Metrics and Quality Assurance
• Desktop Support Metrics
• Data Sources
• Baselining and Benchmarking
• Performance Reporting
• Quality Assurance Programs
• Measuring Customer Satisfaction
• Measuring Employee Satisfaction
7. Unit 7: Desktop Support Processes
• Best Practices for Support
• IT Service Management
• The Service Desk
• Service Operations
• Service Design
• Service Transition
• Knowledge Management
8. Unit 8: Leadership
• Your Responsibilities as a DSM
• Your Role as a Leader
• Manage Operations Effectively
• Emotional Intelligence
• Communication
• Influence and Motivate
• Integrity and Service Ethics
• Growth
9. Unit 9: Workforce Management
• Workforce Management
• Staffing Models
• Scheduling
• Sourcing
• Recruitment
10. Unit 10: Training and Retention
• Fostering Relationships
• Teamwork
• Coaching
• Peer Mentoring
• Training
• Rewards, Motivation, and Retention
• Performance Management
• Career Development Planning
11. Unit 11: Promoting Desktop Support
• What is Marketing?
• Creating Internal Marketing Culture
• Marketing Opportunities
What do we offer?
• Full-Length Mock Test with unique questions in each test set
• Practice objective questions with section-wise scores
• An in-depth and exhaustive explanation for every question
• Reliable exam reports evaluating strengths and weaknesses
• Latest Questions with an updated version
• Tips & Tricks to crack the test
• Unlimited access
What are our Practice Exams?
• Practice exams have been designed by professionals and domain experts that simulate real time exam scenario.
• Practice exam questions have been created on the basis of content outlined in the official documentation.
• Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.
• Practice exams help to self-evaluate against the exam content and work towards building strength to clear the exam.
• You can also create your own practice exam based on your choice and preference
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