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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A. Prioritise possible causes of the problem.
B. Validate the problem statement.
C. Identify possible causes of the problem.
D. Identify customer assumptions.

Question 2

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A. Logical analysis.
B. Root cause discussions.
C. Unstructured information gathering.
D. Structured information gathering.

Question 3

Which two business needs must be considered when allocating priorities? (Choose two)

A. The customers status.
B. The impact on the business.
C. Service level agreement commitments.
D. The customers location.

Question 4

Which three are characteristics of a strategically-thinking help desk? (Choose three)

A. Integrated focus.
B. Transactional focus.
C. Proactive focus.
D. Information giving focus.
E. Reactive focus.

Question 5

Which are the two most important qualities required for effective leadership? (Choose two)

A. the ability to encourage accountability and ownership.
B. the avoidance of arguments within the group.
C. the ability to exert absolute authority at all times.
D. the demonstration of and support for fairness.

Solutions: