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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

What are two roles of expert systems in Help Desk applications? (Choose two)

A. to provide Help Desk analysts with answers to every customer question:
B. to provide assistance to second-level analysts for more advanced troubleshooting
C. to provide a direct channel to vendor's marketing departments for new systems
D. to narrow the typepf problem and suggest resolutions

Question 2

How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A. be active in the implementation plan for new products
B. meet regularly with stakeholders to determine training gaps
C. meet regularly with focus groups and team members to evaluates past performances.
D. be prepared to add staff should a new service fail

Question 3

What is the most common disadvantage of IT configuration management programs?

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

Question 4

What are three benefits of mentoring programs? (Choose three)

A. They help team members improve
B. They allow team members potential growth opportunities.
C. They help retain personnel with optimal skills.
D. They help team members develop strategic vision statements.

Question 5

What destroys the reputation of the Help Desk and ruins the integrity of the company?

A. poor flexibility
B. poor business plans
C. poor confidentiality
D. poor problem resolution

Solutions: