HDI HDI World wide Certification QQ0-300 Questions & Answers

• Question 31:

  What contributes most to creative and effective problem solving?

  A. practice

  B. technical training

  C. education

  D. standard resolutions

  Correct Answer: A

• Question 32:

  A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

  A. application requirements

  B. historical requirements

  C. staffing requirements

  D. scheduling requirements

  Correct Answer: A

• Question 33:

  What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three.)

  A. identify trends in service, and then develop resources to meet those trends

  B. create a personal network of advisors with whom you can share problems and concerns

  C. concentrate on common goals during times of disagreement

  D. develop interests outside of work to provide a stress-free zone

  Correct Answer: BCD

• Question 34:

  Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

  A. gap analysis

  B. stat reviews

  C. analyst reviews

  D. regional trend analysis

  Correct Answer: A

• Question 35:

  A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and .

  A. be willing to participate

  B. be able to multitask

  C. use personal abilities and resources

  D. be positive

  Correct Answer: B

• Question 36:

  How can you provide direction in times of confusion or ambiguity?

  A. create a sense of control in subordinates by allowing team leaders to make critical decisions without guidance

  B. centralize communication to ensure that all team members get accurate information

  C. create a sense of trust in subordinates by not personally making decisions

  D. authorize the team leader to conduct team building activities to strengthen team ties

  Correct Answer: B

• Question 37:

  Which concept refers to identifying required staffing based on projected volume?

  A. resource planning

  B. trend awareness

  C. outsourcing

  D. insourcing

  Correct Answer: A

• Question 38:

  What is the benefit of outsourcing compared to insourcing?

  A. greater control of support resources

  B. improved average speed of answer

  C. lower capital cost for equipment and systems

  D. improved quality

  Correct Answer: C

• Question 39:

  What are three steps in an employee gap analysis? (Choose three.)

  A. compare the variance in an employee's current skills to the skills required for a specific job for which an employee is being considered (or the employee's current position)

  B. compare the job skills for the employee's current position to the skills required for the next job level

  C. list the skills of each employee and compare them to each other

  D. identify employee skills

  Correct Answer: ABD

• Question 40:

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

  A. 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.

  B. 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.

  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 number of proprietary applications and has significant security restrictions.

  Correct Answer: B