HDI-HDI Help Desk Manager - HD0-300 Set 3

Implementing a knowledge management system allows the support center to cut back on its hours of operation. ✘ Implementing a knowledge management system keeps ownership of knowledge in the support center. ✘ Implementing a knowledge management system promotes competition among support teams. ✘ Implementing a knowledge management system reduces the time needed to train new employees. ✔

A good marketing strategy decreases the total cost of ownership for the support center. ✘ A good marketing strategy gives the support center's analysts more accountability. ✘ A good marketing strategy increases awareness that the support center provides a return on investment (ROI). ✘ A good marketing strategy decreases the support center's headcount. ✔

The support center is responsible for ensuring that each release is tested and conducted according to the release policy. ✘ The support center is responsible for installing new hardware and software for its customers. ✘ The support center is responsible for making sure that customers always have the newest equipment and software. ✘ The support center is responsible for technically evaluating all new releases. ✔

Remote control allows the analyst to control which applications a customer can use from a remote location. ✘ Remote control allows the analyst to take control of the customer's PC from a remote location. ✘ Remote control allows the analyst's supervisor to take control of a call from a remote location. ✘ Remote control allows the customer to control which analyst will provide support. ✔

IT configuration management controls the support center's hardware. ✘ IT configuration management is a comprehensive IT library. ✘ IT configuration management is lifecycle management for IT equipment. ✘ IT configuration management restricts the improper use of software. ✔

Discuss key customer demands with colleagues. ✘ Join industry-related groups. ✘ Read books by famous management experts. ✘ Spend occasional time on vendor's Web sites. ✔

IT configuration management programs are labor intensive. ✘ IT configuration management programs are prohibitively expensive. ✘ IT configuration management programs do not meet customers' needs. ✘ IT configuration management programs have a low return on investment (ROI). ✔