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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Operations | - Tools and systems
|
| Topic 2: IT Service Management Fundamentals | - ITIL concepts overview
|
| Topic 3: Incident Management and Troubleshooting | - Incident handling process
|
| Topic 4: Customer Service and Support Skills | - Customer interaction management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What is the best definition of a mission statement? (Choose 1)
- A. It is a description of the Service Desks /Help Desks marketing and sales strategies.
- B. It is a description of the Service Desks /Help Desks purpose and reason for existence.
- C. It is a description of the Service Desks /Help Desks means of producing revenue.
- D. It is a description of the Service Desks /Help Desks past financial performance.
Correct Answer: B 🗳️
Which three are characteristics of a strategically-thinking help desk? (Choose three)
- A. Proactive focus.
- B. Transactional focus.
- C. Information giving focus.
- D. Integrated focus.
- E. Reactive focus.
Correct Answer: A,C,E 🗳️
You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)
- A. They often seem short of breath.
- B. They have a new wardrobe of clothes.
- C. They bite their fingernails.
- D. They seem tense and often have white knuckles.
- E. They have a pallid complexion.
Correct Answer: A,D 🗳️
What are three advantages of performing system backups? (Choose three)
- A. It saves time for the organisation.
- B. It protects the integrity of data.
- C. It protects the integrity of files.
- D. It provides ease of access to systems.
- E. It assists the organisation recover following a disaster.
Correct Answer: B,C,E 🗳️
What is unstructured information gathering? (Choose 1)
- A. Identifying what happened vs. what was expected.
- B. Using open questions to get customers to talk.
- C. Asking questions in a free-form manner.
- D. Not using acronyms and speaking at the customer's level.
Correct Answer: C 🗳️
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