HD0-100 Exam Training Practice Tests (HDI Help Desk Analyst (HDA))]

Question 1

What are three benefits of a change management process? (Choose three.)

A. Timely problem resolution B. Documentation of affected systems and processes C. Timely notification to affected parties D. Pro-active communication

Correct Answer: B,C,D

Question 2

What are three characteristics of effective inter-departmental relationship?

A. Shared information between departments within your organization B. Support of other departments even when they make a mistake C. Shared management responsibilities D. Treatment of others in your organization as if they were your customer

Correct Answer: A,B,D

Question 3

What are three key strengths of critical thinkers? (Choose three.)

A. They are logical B. They are empathetic C. They are analytical D. They are organized

Correct Answer: A,C,D

Question 4

What is a key benefit of establishing effective inter-departmental relationship?

A. Recognition of individual department efforts is not required B. Diversity of skill sets is minimized C. Management involvement is separate from individual involvement D. Rapport among organization members is established

Correct Answer: A

Question 5

In which three situations is escalating a call to management appropriate? (choose three)

A. When you have little or no experience with the problem B. When you have exhausted all your available resources C. When the customer requests it D. When the service level agreement (SLA) requires it

Correct Answer: B,C,D

Question 6

What is the primary role of support service?

A. To track problems and bugs B. To provide the customer with a knowledge-base C. To provide quality assistance D. To provide technical resolutions

Correct Answer: C

Question 7

Companies typically restrict access to which three types of data? (Choose three.)

A. Office location B. Payroll information C. Proprietary information D. Personnel records

Correct Answer: B,C,D

HDI Help Desk Analyst (HDA) - HD0-100 Exam Practice Test