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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

Question 1

What is a best practice for managing risks and uncertainties?

A. Manage strengths, weaknesses, opportunities, and threats.
B. Make decisions based upon intuition.
C. Refer to published service level agreements.
D. Seek advice from your coworkers.

Question 2

Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

A. The feedback may indicate whether or not you are meeting your mission
B. Customers care how your Help Desk is doing
C. Help Desk performance can be measured against expectations
D. Customers are more likely to provide responses of futuresurvey's

Question 3

Which statement best describes IT configuration management?

A. IT configuration management is lifecycle management for IT equipment.
B. IT configuration management restricts the improper use of software.
C. IT configuration management controls the support center's hardware.
D. IT configuration management is a comprehensive IT library.

Question 4

What system allows you to view Key Performance Indicators in real time?

A. SETI
B. PKI
C. Computer Telephony Integration (CTI)
D. CTE

Question 5

What is the most likely benefit of implementing an organizational change management process?

A. A change management process prevents unpopular changes from being made.
B. A change management process improves the productivity of customers.
C. A change management process ensures that all changes will be successful.
D. A change management process eliminates the damage created by unnecessary changes.

Solutions: