HDI HDI Certifications HD0-300 Questions & Answers

• Question 151:

  To which three types of data do companies restrict access? (Choose three)

  A. network shares

  B. personnel records

  C. payroll information

  D. proprietary information

  Correct Answer: BCD

• Question 152:

  In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three)

  A. create a communication hub so that people can get accurate information

  B. sympathize with team members and leverage your presence to help provide clarity

  C. demonstrate knowledge, use and understanding of new team problem management

  D. provide an environment in which team members can experience a sense of continuity and control in their work lives.

  Correct Answer: ABD

• Question 153:

  Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

  A. to determine the required skills

  B. to determine the proper temperament

  C. to establish the required Service Level Agreements

  D. to determine the properinsourcing/outsourcing levels

  Correct Answer: AB

• Question 154:

  If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the

  A. manager

  B. employee

  C. employee's colleagues

  D. Human Resources Director

  Correct Answer: B

• Question 155:

  What are three common problems when supporting global customers? (Choose three)

  A. Problems are not communicated clearly.

  B. Global network downtime occurs frequently.

  C. Service expectations vary from country to country.

  D. Different technologies are found in different countries.

  Correct Answer: ACD

• Question 156:

  How can you pursue continuous learning to stay current with industry standards? (Choose two)

  A. create an individual development plan

  B. conduct monthly performance reviews

  C. volunteer for projects that require you toleam new information

  D. communicate a need for change by providing a compelling business rationale

  Correct Answer: AC

• Question 157:

  External outsourcing by a third party is the preferred method of support in which situation?

  A. Your support organization supports a number of proprietary applications and has significant security restrictions.

  B. Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.

  C. Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.

  D. Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.

  Correct Answer: D

• Question 158:

  You are supporting someone from a different culture. How can you improve your communication? (Choose three)

  A. speak slowly and loudly

  B. pause to verify understanding

  C. encourage the person to ask for clarification

  D. use proper/standard language expressions (eliminate slang)

  Correct Answer: BCD

• Question 159:

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

  A. handles stress andprioritize

  B. takes the initiative and is creative

  C. takes chances and switches topics

  D. changes perspectives often and is self sufficient

  Correct Answer: A

• Question 160:

  What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

  A. recording unresolved issues

  B. resolving customer issues

  C. escalating unresolved issues

  D. monitoring unresolved issues

  E. communicating the status of issues

  Correct Answer: CDE