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.