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Exam Number : HD0-300
Exam Name : Help Desk Manager
Vendor Name : HDI
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HD0-300 test Format | HD0-300 Course Contents | HD0-300 Course Outline | HD0-300 test Syllabus | HD0-300 test Objectives

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
Who Should Attend=>
Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance- and customer service strategies
Individuals who are preparing for the HDI Desktop Support Manager certification exam
Course Outline
Unit 1: Desktop Support
The Evolution of Support
Support Center Maturity
Successful Desktop Support
Unit 2: Strategy
Strategic Perspective
Business Alignment
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
Service Design
Service Transition
Knowledge Management
Unit 8: Leadership
Your Responsibilities as a DSM
Your Role as a Leader
Manage Operations Effectively
Emotional Intelligence
Influence and Motivate
Integrity and Service Ethics
Unit 9: Workforce Management
Workforce Management
Staffing Models
Unit 10: Training and Retention
Fostering Relationships
Peer Mentoring
Rewards- Motivation- and Retention
Performance Management
Career Development Planning
Unit 11: Promoting Desktop Support
What is Marketing=>
Creating Internal Marketing Culture
Marketing Opportunities

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HDI Manager guide

Survey-vogue dimension of IT isn’t useful, a ‘rigged lottery’ | HD0-300 Dumps and test Questions

the place does your commercial enterprise stand on the AI adoption curve? Take their AI survey to find out.

This put up is through Yassine Zaied, chief approach officer at Nexthink  

“I believe like my job efficiency is in line with a rigged lottery.” That’s what the director of end consumer computing at a huge European bank instructed me two weeks ago. each quarter, her company runs an NPS (internet Promoter ranking)–vogue survey asking personnel about their IT adventure. if you work in a company surroundings, you’ve probably viewed these questionnaires before:How would you cost your IT branch?0 (very disappointed)–2–3–4–5–6–7–eight–9–10 (very convinced)The director went on to assert “The response costs they obtain infrequently exceed 10%, and yet their management nonetheless judges us heavily on this statistics. It’s a sham, but what can they do?” any one within the container of research may inform you, folks that do respond to this category of immediate surely have negative remarks and spot the survey as an opportunity to air their grievances.

When it involves IT, employees regularly suppose in very own terms. They take a poor event — a slow VPN connection, as an instance — and they attribute that one example to the efficiency of their whole IT adventure. On the surface, the issue the director described seems to be about sad users and a shoddy survey, but when you dig deeper, it’s always the same difficulty at play: Most IT groups aren't comprehensively measuring and managing their worker adventure.

Is a quarterly or month-to-month survey satisfactory to gauge sentiment? peculiarly in case your response prices are low? definitely there should be a smarter manner.

No index, no baseline, no sanity

I see a huge amount of power being positioned on conclusion-person computing leaders to deliver quickly, reputable digital environments for personnel. but path from the good is hardly ever in response to truth, or the closest factor that you may get to fact: indexing.

how many industries count upon some form of index to assist fee and track success? If the Human development Index (HDI) can inform us what the average usual of dwelling, health and knowledge in a country is, and the S&P 500 can inform us the health of the U.S. stock market, then why can’t IT measure a company’s average Digital employee experience?

I lately spoke with a friend who works as the IT manager at a high-growth U.S. SaaS enterprise. He told me that his group dedicates dozens of hours of work in line with the whims of the department’s expertise leaders. “You’d be amazed how many multimillion-dollar IT initiatives are according to gut emotions,” he defined.

I sensed his frustration came primarily from not having a single source of truth to work from. He explained, “It’s like the intention posts maintain being moved on us.” His crew feels power to fix a problem, they respond, but they don’t know what affect their work has across the person base. “tomorrow could be a new priority and a new definition of success. That’s a crazy strategy to work.”

Taking again manage

a long way too commonly IT teams can wander away in their own technical metrics, unable to gauge what the average employee could be experiencing from a know-how standpoint. The ordinary component is that they comprehend a powerful digital work adventure contributes to company benefits like longer worker retention, organizational resiliency and higher profits, however the crux of the be counted lies in that first part.

How can IT even quantify an journey?  Indexing can help. in case you assemble the right mix of actual-time technical statistics and worker delight comments, that you would be able to set a baseline that forces your department to reside nearer to fact and work off the same script. Your focus needs to be on knowing, as precisely as viable, every worker’s full digital work journey. that you may measure and set a technical performance index rating according to each and every employee’s machine, business purposes, connectivity, and productivity and collaboration equipment—as a way to inform you the employee’s technical truth.  Then you could mix that suggestions with user remarks it's statistically massive.

How do you assemble statistically tremendous statistics?  increase response prices from employees by using sending them wise onscreen push notifications at the correct time and within the right context. for instance, if an worker is completing a specific transaction, say in MS groups, and you wish to receive remarks, ask a query automatically after they finished that transaction, not before or hours later.

building an ‘experience’ tradition

After I comprehensive speaking with my pal in the U.S., I started pondering a few lesson from my historic MBA professor at IMD Switzerland that has stuck with me all these years. The professor used to lecture the class on the difference between running a high quality handle procedure versus a high quality manage subculture.

a corporation that operates beneath the former typically runs fine control checks and feedback after they’ve entire the work. That follow is way inferior to a top quality control subculture where an organization runs true-time nice assessments on each imaginable step within the production system, to the factor where continual improvement becomes embedded in the company’s tradition and turns into part of its DNA.

The illustration that always involves intellect is the noted Six Sigma company philosophy. And that’s the identical approach IT should take when it comes to Digital employee adventure.

DEX is just too essential to manage by means of only working a brief survey every now after which on a small consumer community. you should definitely measure it factually, based on sound technical metrics and sentiment statistics, and at every step of your employee’s digital journey. And even if it’s a massive IT initiative or a everyday mission, every thing in your IT branch may still be judged and compared to the identical overarching index or score.

otherwise, what’s the element of all those hours enterprise IT dedicates to solving their company’s digital journey problems if the work isn’t being measured and handled in the identical way?

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