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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What are the two most important purposes of an annual survey? (Choose two)

A) To evaluate overall satisfaction levels.
B) To identify changes customers feel are valuable.
C) To measure changes in products and services from the previous year.
D) To assess IT technical support.

3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Tell the customer you will send him a user manual.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Ask the customer to email you instead.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.

4. 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.

5. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Location.
B) Cost implications.
C) Computer telephony integration (CTI).
D) Storage/space capacities.

Solutions: