HDI HDI World wide Certification HD0-100 Questions & Answers

• Question 31:

  What are three characteristics of effective inter-departmental relationships? (Choose three.)

  A. Support of other departments even when they make a mistake

  B. Shared management responsibilities

  C. Treatment of others in yourorganisation as if they were your customer

  D. Shared information between departments within yourorganisation

  Correct Answer: ACD

• Question 32:

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

  A. Pro-active communication

  B. Timely notification to affected parties

  C. Documentation of affected systems and processes

  D. Timely problem resolution

  Correct Answer: ABC

• Question 33:

  What are three reasons for providing consistent service? (Choose three.)

  A. To ensure empathy to customer needs

  B. To guarantee professionalism

  C. To ensure a commitment to excellence

  D. To instill confidence in your customer

  Correct Answer: BCD

• Question 34:

  Which statement about successful team players is true?

  A. They desire continued acceptance by the group

  B. They impose ideas and values on others

  C. They encourage member input in decisions

  D. They change attitudes to conform to group standards

  Correct Answer: C

• Question 35:

  For which two reasons do help desk's log all calls? (Choose two.)

  A. Measure frequency of calls

  B. Prove the help desk is right

  C. Provide an audit trail of activities

  D. Allows ticket monitoring

  Correct Answer: AC

• Question 36:

  Which three policies assist analysts with managing their time? (Choose three.)

  A. Shift start and end times

  B. Resolved tickets per day

  C. Scheduled break times

  D. Average talk time expectations

  Correct Answer: ACD

• Question 37:

  Which two techniques are important for keeping a customer focused? (Choose two.)

  A. Self-help systems

  B. Paraphrasing

  C. Open questions

  D. Closed questions

  Correct Answer: BD

• Question 38:

  Which two are characteristics of a team player? (Choose two.)

  A. Independence

  B. Conformity

  C. Courtesy

  D. Participation

  Correct Answer: CD

• Question 39:

  For which three reasons do companies implement security policies? (Choose three.)

  A. Corporate responsibility

  B. Loss prevention

  C. Legal mandate

  D. Lower costs

  Correct Answer: ABC

• Question 40:

  A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

  A. Reset the customer expectation for low severity problemsReset the customer? expectation for low severity problems

  B. Refer the customer to the service level agreement (SLA)

  C. Assess the technical and business issues and negotiate until you and the customer agree

  D. Record the problem as a low severity

  Correct Answer: C