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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. 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.

2. Why is it important to record and analyse customer complaints? (Choose 1)

A) To identify customers who are never satisfied.
B) To demonstrate that customers are not aware of service level agreements.
C) To gain insight into customer perceptions.
D) To prove that other IT groups are meeting customer expectations.

3. A cross-functional team _____. (Choose 1)

A) Utilises individuals from multiple groups to maintain an all-round view of a project.
B) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
C) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
D) Exists when members of a project team allow scope creep to divert the efforts of the team.

4. What is unstructured information gathering? (Choose 1)

A) Asking questions in a free-form manner.
B) Using open questions to get customers to talk.
C) Identifying what happened vs. what was expected.
D) Not using acronyms and speaking at the customer's level.

5. What is the best description of a business case? (Choose 1)

A) An analysis of help desk activities.
B) A shared business knowledge database.
C) A proposal for improvements to current business processes.
D) A briefcase.

Solutions: