HDI HD0-300 real exam prep : Help Desk Manager

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is threatening to take the issue higher.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.

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 evaluates past performances.
C) be active in the implementation plan for new products
D) meet regularly with stakeholders to determine training gaps

3. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) round-table meetings with employees
B) interview with key stakeholders, customers, and leaders
C) consistent and high-impact feedback to team members
D) focus groups

4. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) products supported
B) call flows
C) days and hours of service
D) training materials

5. What must be included in an IT change management process?

A) The service level agreement must be modified to include the change.
B) The support center must commit to the change even if it fails.
C) Any cross-cultural communication issues must be addressed.
D) The possible risks of the proposed change must be assessed.

Solutions: