HD0-300 Exam Training Practice Tests (HDI Help Desk Manager)]

Question 1

Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?

A. changes perspectives often and is self sufficient B. takes chances and switches topics C. takes the initiative and is creative D. handles stress andprioritize

Correct Answer: D

Question 2

What is a best practice for providing direction and focus under chaotic circumstances?

A. Empathize with your team members. B. Offer unpaid leave to your staff. C. Assure staff that everything is fine. D. Advise staff that big changes are imminent.

Correct Answer: A

Question 3

What contributes most to creative and effective problem solving?

A. technical training B. practice C. education D. standard resolutions

Correct Answer: B

Question 4

What best describes the role of the support center in the change management process?

A. The support center documents customer queries prior to the change. B. The support center tracks the impact that the change has on customers. C. The support center authorizes the change after assessing its impact. D. The support center archives change reports for the knowledge base.

Correct Answer: B

Question 5

A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _________

A. be able to multitask B. use personal abilities and resources C. be positive D. be willing to participate

Correct Answer: A

Question 6

What is a best practice for ensuring that performance improves over time?

A. Develop programs that award initiative and hard work. B. Install customer self-service packages. C. Set easily attainable goals to reassure your team. D. Avoid setting goals that will create stress for your team.

Correct Answer: A

Question 7

Which three statements about effective inter-departmental relationships are true? (Choose three)

A. Information is shared among departments within your organization B. Other departments are supported even when they make a mistake C. You treat people in your organization as they were your customer D. Management responsibilities are shared

Correct Answer: A,B,C

Question 8

What is the primary difference between incident management and problem management?

A. Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible. B. Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement. C. Problem management prevents customers fromcalling ;incident management handles calls when customers do call D. Problem management is focused on helping customer; incident management is focused on processes and procedures.

Correct Answer: A

Question 9

Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

A. stake holder B. service provider C. Service-level managers D. Help Desk manager E. customer

Correct Answer: B,E

HDI Help Desk Manager - HD0-300 Exam Practice Test