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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service and Support Skills | - Customer interaction management
|
| Service Desk Operations | - Tools and systems
|
| Incident Management and Troubleshooting | - Problem-solving techniques
|
| IT Service Management Fundamentals | - ITIL concepts overview
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
1. Which two business needs must be considered when allocating priorities? (Choose two)
A) The impact on the business.
B) The customers status.
C) The customers location.
D) Service level agreement commitments.
2. What are the three most common reasons for having policies for data security? (Choose three)
A) The danger of theft, vandalism, or hacking.
B) The danger of users changing a hardware configuration.
C) The ever-present potential for disaster.
D) The on-going viability of business operations.
3. Which three of the following items does a critical thinker apply? (Choose three)
A) Organisation of a problem into a series of logical, orderly steps.
B) Recognition that ultimate authority rests with reason and evidence.
C) Rapid resolutions for all problems.
D) Logical problem solving.
4. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)
A) Prioritise possible causes of the problem.
B) Identify customer assumptions.
C) Identify possible causes of the problem.
D) Validate the problem statement.
5. What is unstructured information gathering? (Choose 1)
A) Identifying what happened vs. what was expected.
B) Asking questions in a free-form manner.
C) Using open questions to get customers to talk.
D) Not using acronyms and speaking at the customer's level.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,C,D | Question # 3 Answer: A,B,D | Question # 4 Answer: D | Question # 5 Answer: B |
