HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 1:

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

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

• Question 2:

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

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

• Question 3:

  What is a best practice for establishing effective relationships with other parts of the service organization?

  A. Maximal personal benefits
  B. Treat others as you would like to be treated.
  C. There is no single best way
  B. Treat others as you would like to be treated.

• Question 4:

  What system allows you to view Key Performance Indicators in real time?

  A. PKI
  B. Computer Telephony Integration (CTI)
  C. CTE
  D. SETI
  B. Computer Telephony Integration (CTI)

• Question 5:

  How do you calculate ROI (Return On Investment)?

  A. (Value - Cost) / Cost * 100
  B. (Value + Cost) / Cost * 100
  C. (Value * Cost) / Cost * 100
  D. It is not possible to calculate.
  A. (Value - Cost) / Cost * 100

• Question 6:

  Which action is most likely to help you develop clear strategies to help you run your support center?

  A. Attend executive seminars.
  B. Deliver presentations to senior management.
  C. Encourage your staff to participate in interdepartmental projects.
  D. Network with people in other organizations.
  D. Network with people in other organizations.

• Question 7:

  What is a best practice for building trusting relationships with other support groups?

  A. Honor commitments you have made.
  B. Implement service level reporting.
  C. Market the support center's accomplishments.
  D. Participate in quality assurance testing for new releases.
  A. Honor commitments you have made.

• Question 8:

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

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

• Question 9:

  What is the best description of a good leader?

  A. A good leader demands performance from the team.
  B. A good leader dictates to the team.
  C. A good leader dominates the team.
  D. A good leader inspires the team.
  D. A good leader inspires the team.

• Question 10:

  What is the primary purpose of problem management?

  A. The primary purpose of problem management is to eliminate the cause of incidents.
  B. The primary purpose of problem management is to reduce the number of incidents.
  C. The primary purpose of problem management is to resolve incidents quickly.
  D. The primary purpose of problem management is to restore normal service.
  A. The primary purpose of problem management is to eliminate the cause of incidents.