HDI Help Desk Manager : HD0-300

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the primary purpose of problem management?

A) The primary purpose of problem management is to restore normal service.
B) The primary purpose of problem management is to resolve incidents quickly.
C) The primary purpose of problem management is to eliminate the cause of incidents.
D) The primary purpose of problem management is to reduce the number of incidents.

2. Contract staffing is best described by which statement?

A) Contract employees perform work that is not normally done by a full-time employee
B) Contract employees need more initial training than full-time employees.
C) Contract employees work independently and are not considered part of an organizational unit.
D) Contract employees typically work for a clearly defined time frame

3. Which two actions ensure consistent customer service? (Choose two)

A) ensure that customers are aware of Help Desk contributions
B) ascertain that priority and severity levels are congruent
C) acknowledge the benefit of the customer's idea
D) provide everyone on the Help Desk with similar training

4. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Deliver presentations to senior management.
B) Network with people in other organizations.
C) Attend executive seminars.
D) Encourage your staff to participate in interdepartmental projects.

5. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) quality assurance
B) workforce scheduling
C) change management
D) disaster recovery
E) trend analysis

Solutions: