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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. How can you pursue continuous learning to stay current with industry standards? (Choose two)

A) create an individual development plan
B) volunteer for projects that require you toleam new information
C) conduct monthly performance reviews
D) communicate a need for change by providing a compelling business rationale

2. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A) instant messenger
B) white boards
C) e-mail
D) voice mail
E) overnight express mail

3. What best describes the role of the support center in the change management process?

A) The support center authorizes the change after assessing its impact.
B) The support center archives change reports for the knowledge base.
C) The support center documents customer queries prior to the change.
D) The support center tracks the impact that the change has on customers.

4. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Management responsibilities are shared.
B) You treat people in your organization as if they were your customer
C) Other departments are supported even when they make a mistake
D) Information is shared among departments within your organization

5. What is the primary difference between incident management and problem management?

A) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
B) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
C) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
D) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

Solutions: