HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 1:

  What is the best description of a help desk technology infrastructure? (Choose 1)

  A. The management structure of information flow, processes, and systems that are controlled by the help desk.
  B. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
  C. The basic architecture of a help desk and its systems that determine how it functions.
  D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
  C. The basic architecture of a help desk and its systems that determine how it functions.

• Question 2:

  Which three are examples of common network components? (Choose 3)

  A. Hubs.
  B. Domain Name Servers.
  C. Token Ring.
  D. Routers.
  A. Hubs.
  B. Domain Name Servers.
  D. Routers.

• Question 3:

  What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

  A. Unstructured information gathering.
  B. Structured information gathering.
  C. Logical analysis.
  D. Root cause discussions.
  A. Unstructured information gathering.
  B. Structured information gathering.

• Question 4:

  What are three advantages of performing system backups? (Choose three)

  A. It protects the integrity of data.
  B. It saves time for the organisation.
  C. It assists the organisation recover following a disaster.
  D. It protects the integrity of files.
  E. It provides ease of access to systems.
  A. It protects the integrity of data.
  C. It assists the organisation recover following a disaster.
  D. It protects the integrity of files.

• Question 5:

  What are three characteristics of effective leaders? (Choose three)

  A. They practice and encourage fairness.
  B. They delegate responsibility effectively.
  C. They closely monitor the team.
  D. They are able to execute plans.
  A. They practice and encourage fairness.
  B. They delegate responsibility effectively.
  D. They are able to execute plans.

• Question 6:

  What is the most effective method for ticket monitoring? (Choose 1)

  A. Live service observations.
  B. Service Level Agreements.
  C. Monthly Change reports.
  D. Follow up calls or surveys.
  C. Monthly Change reports.

• Question 7:

  How can the help desk be of strategic benefit to the organisation? (Choose one)

  A. It increases staff levels.
  B. It ensures that customers speak only to the help desk personnel.
  C. It ensures rigid adherence to operational policies.
  D. It is a useful source of information.
  D. It is a useful source of information.

• Question 8:

  What is the first step of the incident management process? (Choose 1)

  A. Drive problem acceptance.
  B. Receive customer request.
  C. Communicate completion.
  D. Acknowledge and set expectations.
  B. Receive customer request.

• Question 9:

  Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

  A. The longer the ASA, the higher the abandonment rate.
  B. The shorter the ASA, the higher the probability customers will solve their own problems.
  C. The shorter the ASA, the higher the abandonment rate.
  D. The longer the ASA, the higher the probability customers will solve their own problems.
  A. The longer the ASA, the higher the abandonment rate.

• Question 10:

  Which is the responsibility of a system administrator in a large corporate environment? (Choose 1)

  A. Application capacity planning
  B. Database installation
  C. Network capacity planning
  D. Operating system upgrades
  D. Operating system upgrades