HDI Desktop Support Manager

The HDI Desktop Support Manager certification is intended to demonstrate that the desktop support manager has the knowledge of best and common practises required to successfully manage the operational and tactical components of a support organisation while strategically aligning with the business’s needs. You’ll be able to assist laptops, notebooks, printers, and just about anything else for which the firm wants to give face-to-face desktop support after earning this certification.

Learning Objectives

Not only you will learn to support and enhance your desktop functioning knowledge but you will be able to get hands on these skills as well:

• Characteristics of an effective desktop support manager
• How to create and deliver on service level agreements and operating level agreements
• How to align desktop support services with business strategy, objectives, and processes
• The importance of the relationships among IT service management processes
• Tactics for screening, hiring, training, and leading high-performance teams
• How to create an internal marketing culture to promote your desktop support services
• The metrics and key performance indicators essential to desktop support performance reporting

Target Audience

The HDI Desktop Support Manager certification will help workers who have the following skills:

• Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies.

Exam Overview

• The HDI Desktop Support Manager citification is a 75 minutes examination.
• The examination having exam code ISM4330 consists of 65 questions.
• It is available in the English language only. However, it can be given in Virtual, Public, and Onsite formats.
• This examination will cost you around $145 USD and also, the passing percentage is 80% and above.
• To add on, Exam retakes can be purchased for a fee of $99.

Exam Registration

To register yourself for the HDI Desktop Support Manager certification, follow these steps:

• Go to the official website of the HDI Desktop Support Manager.
• Under the Certification exam tab, and click on the HDI Learning Center. Login or create a new account.
• Follow the prompt and complete the registration.
• Make the payment. Once your registration is confirmed you will receive a confirmation email from HDI.

Course Outline

Unit 1: Desktop Support

• The Evolution of Support
• Support Center Maturity
• Successful Desktop Support

Unit 2: Strategy

• Strategic Perspective
• Business Alignment
• SWOT

Unit 3: IT Financial Management

• IT Financial Management
• Cost, Value, and ROI

Unit 4: Technology and Service Support

• Service Desk Infrastructure
• Telephony Infrastructure
• Desktop Support Delivery Methods
• Service Management Systems
• Selecting Service Desk Technology

Unit 5: Service Level Management

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

Unit 7: Desktop Support Processes

• Best Practices for Support
• IT Service Management
• The Service Desk
• Service Operations and design
• Service Transition
• Knowledge Management

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

Unit 9: Workforce Management

• Workforce Management
• Staffing Models
• Scheduling
• Sourcing
• Recruitment

Unit 10: Training and Retention

• Fostering Relationships
• Teamwork
• Coaching
• Peer Mentoring
• Training
• Rewards, Motivation, and Retention
• Performance Management
• Career Development Planning

Unit 11: Promoting Desktop Support

• What is Marketing?
• Creating Internal Marketing Culture
• Marketing Opportunities

For more information, click on HDI Desktop Support Manager FAQ.

Preparatory Guide for HDI Support Manager

It’s time to study for the test, and you’ll need a good strategy and a guide to do so. But don’t worry, we’ve got you prepared. Here is a study guide created by our professionals to assist you in preparing for your examination.

1. Refer the Exam Guide

It is critical to understand the topics for which you must prepare for any examination. To help you with your difficulty, we’ve compiled a list of subjects that you should practise:

• Desktop Support
• Strategy
• IT Financial Management
• Technology and Service Support
• Service Level Management
• Metrics and Quality Assurance
• Desktop Support Processes
• Leadership
• Workforce Management
• Training and Retention
• Promoting Desktop Support

2. Learning Resources

After learning about the topics that will be covered on the test, the next step is to begin studying for it. There may, however, be several materials available on the market, both online and offline. To make things easier for you, we’ve gathered all of the study materials you’ll need for the test.

Trainings:

HDI offers various trainings and course to help you prepare for the examination.

• Virtual Classroom
• Public Classroom
• Onsite Training

The cost and time duration of each training is different and may vary.

3. Reference Books

Although books are an important part of the preparation, finding the correct study material has always been a challenging and time-consuming effort. The following books can be used to prepare for the HDI Desktop Support Manager exam:

• PTNR01A998WXY HDI Desktop Support Manager HDI Desktop Support Manager Online Certification Video Learning Made Easy

4. Join a Community

It is essential to speak with others who are studying for the same test. This will assist you in better comprehending the concepts. You may also ask questions and talk about your problem. The group discussions will assist students in developing the essential knowledge to pass the examination. An online community, such as Quora, that allows you to communicate with others who are on the same professional path as you would be beneficial.

5. Practice Test

Practice will really assist you in identifying the areas of your preparation that want improvement. After you’ve finished your studying, you should try out some sample papers and practise exams. This will assist you in self-evaluation and make you a more confident person on exam day. We, at Testprep, have created a test series specifically for HDI Support Manager.Start your preparation now!