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HDI HD0-300 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Knowledge Management | - Support infrastructure
|
| People Management | - Team leadership
|
| Help Desk Strategy and Leadership | - Service desk mission and objectives
|
| Service Delivery Management | - Operational management
|
| Financial and Resource Management | - Business management
|
| Quality and Performance Management | - Continuous improvement
|
| Process Improvement | - Service optimization
|
HDI Help Desk Manager Sample Questions:
Question 1
What is the most likely disadvantage of insourcing?
A. Insourcing causes tension among team members who are working on different projects.
B. Insourcing renders the support center's knowledge base obsolete.
C. Insourcing creates problems when customers have to wait in a queue too long.
D. Insourcing increases the support center's workload without increasing staffing levels.
Question 2
Which two actions ensure consistent customer service? (Choose two)
A. provide everyone on the Help Desk with similar training
B. ensure that customers are aware of Help Desk contributions
C. acknowledge the benefit of the customer's idea
D. ascertain that priority and severity levels are congruent
Question 3
What are two roles of expert systems in Help Desk applications? (Choose two)
A. to provide assistance to second-level analysts for more advanced troubleshooting
B. to narrow the typepf problem and suggest resolutions
C. to provide Help Desk analysts with answers to every customer question:
D. to provide a direct channel to vendor's marketing departments for new systems
Question 4
What should analysts db to ensure that a shared work environment is effective?
A. use discretion and courtesy
B. play music to reduce stress levels
C. Allow employees to adjust their workstations to meet their personal needs
D. makes the environment as comfortable as possible with pictures and colors.
Question 5
Which function is most likely to be performed by a self-healing tool?
A. Self-healing tools shut down computer systems.
B. Self-healing tools delete illegal software.
C. Self-healing tools run auto backups.
D. Self-healing tools update registry settings.
Solutions:
| Question 1 Answer: D | Question 2 Answer: A,D | Question 3 Answer: A,B | Question 4 Answer: A | Question 5 Answer: D |
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