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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is used to set customer expectations? (Choose 1)

A) Service level agreements.
B) Root cause processes.
C) Work flow procedures.
D) Standard operating procedures.

2. What are two purposes of an on-going (event) survey? (Choose two)

A) To assess satisfaction levels with all help desk services.
B) To evaluate overall satisfaction levels with products.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To measure the quality of a single interaction.

3. What are the two most important requirements for ensuring successful change management? (Choose 2)

A) Meeting ISO9000 documentation standards
B) IT approved changes.
C) Buy-in of affected stakeholders.
D) Change management authorisation and approval.
E) Administrative staff support.

4. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Can anyone else print to the printer?
B) Is your printer LAN connected?
C) Is your printer networked?
D) What application are you trying to print from?

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

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

Solutions: