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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which factor has the greatest effect on business continuity planning?

A) The cost of downtime to the business
B) The price of implementing the plan
C) The location of the support center
D) The return on investment (ROI)

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

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

3. What best describes the support center's responsibility in the release management process?

A) The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
B) The support center is responsible for making sure that customers always have the newest equipment and software.
C) The support center is responsible for technically evaluating all new releases.
D) The support center is responsible for installing new hardware and software for its customers.

4. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if the customer doesn't understand the service level agreement.
B) Providedeskside support if the support center is not busy.
C) Providedeskside support if you must replace the customer's hardware.
D) Providedeskside support if you need to calm the customer down.

5. What is the best description of a critical thinker?

A) A critical thinker critiques in order to redesign and remodel.
B) A critical thinker leverages intuition appropriately.
C) A critical thinker is able to discover weaknesses and risks.
D) A critical thinker expresses sympathy to meet the needs of customers.

Solutions: