An analyst comes to you with several ideas on how to solve your slow network-connection protection problem. Your network support team is responsible for solving this problem and is presently working on it. You decide to let the analyst fix the problem. Which three leadership practices did you use? (Choose three)
A. encourage participation
B. encourage others to be creative
C. encourage others to take initiative
D. encourage positive perspective within teams
What destroys the reputation of the Help Desk and ruins the integrity of the company?
A. poor flexibility
B. poor confidentiality
C. poor business plans
D. poor problem resolution
What are three reasons that companies institute security programs? (Choose three)
A. lower costs
B. legal mandate
C. loss potential
D. corporate responsibility
What are two enabling factors of the HDI Certified Support Center model? (Choose two)
A. results
B. leadership
C. resources
D. satisfaction
When marketing a support center, what should be clearly communicated to stakeholders?
A. RETURN ON INVESTMENT
B. STAFFING REQUIREMENTS
C. IMPLEMENTATION TIMELINES
D. INFRASTRUCTURE REQUIREMENTS
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be prepared to add staff should a new service fail
B. be active in the implementation plan for new products
C. meet regularly with stakeholders to determine training gaps
D. meet regularly with focus groups and team members to evaluates past performances.
After assessing the need for organizational development, which statement best explains what a manager must do?
A. trend and report the change
B. delegate and assign new tasks
C. plan and implement the change
D. implement and review the new change
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. manager
B. employee
C. employee's colleagues
D. Human Resources Director.
Which technology reduces Help Desk call volumes?
A. e-mail
B. telephone
C. voice mail
D. self-service
What are three ways to maintain a balanced and positive outlook when adapting to new situation, priorities, or demands? (choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outlook of work to provide a stress-free zone.
C. Identify trends in service and then develop resources to meet those trends
D. Create a personal network of advisors with whom you can share problems and concerns
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