HDI Desktop Support Manager Certification Practice Exam

The HDI Desktop Support Manager Certification confirms that the desktop support manager has the essential knowledge of best practices and common approaches required to effectively oversee the operational and tactical aspects of a support organization, all while ensuring strategic alignment with the business's requirements.

Exam Learning Areas:

• The qualities of an effective desktop support manager
  
• Strategies for establishing and fulfilling service level agreements and operating level agreements
• Methods for aligning desktop support services with business strategies, objectives, and processes
• The significance of the relationships among IT service management processes
• Techniques for screening, hiring, training, and leading high-performance teams
• Creating an internal marketing culture to advocate for your desktop support services
• The crucial metrics and key performance indicators for reporting desktop support performance

Who should take the exam?

• Experienced technical support professionals tasked with managing the day-to-day operations of desktop support, while also mastering critical performance and customer service strategies
• Individuals preparing for the HDI Desktop Support Manager certification exam

Exam Details

• Exam Code: HDI-DSM
• Exam Name: HDI Desktop Support Manager
• Exam Languages: English
• Exam Questions: 65 Questions
• Time: 75 minutes
• Passing Score: 85%

Exam Course Outline 

The exam covers the given topics  - 

Unit 1: Overview of Desktop Support

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

Unit 2: Learn about Strategy

• Strategic Perspective
• Business Alignment
• SWOT

Unit 3: Understand 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: Learn 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: Learn Desktop Support Processes

• Best Practices for Support
• IT Service Management
• The Service Desk
• Service Operations
• Service 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: Understand 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