HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 41:

  Which three of the following items does a critical thinker apply? (Choose three)

  A. Recognition that ultimate authority rests with reason and evidence.
  B. Organisation of a problem into a series of logical, orderly steps.
  C. Logical problem solving.
  D. Rapid resolutions for all problems.
  A. Recognition that ultimate authority rests with reason and evidence.
  B. Organisation of a problem into a series of logical, orderly steps.
  C. Logical problem solving.

• Question 42:

  You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. What is the best action to take next? (Choose 1)

  A. Develop a multi-functional team to address the situation.
  B. Explain to the customer what will happen next.
  C. Ask your team colleagues to concentrate on this problem with you.
  D. Close the call.
  B. Explain to the customer what will happen next.

• Question 43:

  What is unstructured information gathering? (Choose 1)

  A. Not using acronyms and speaking at the customer's level.
  B. Asking questions in a free-form manner.
  C. Identifying what happened vs. what was expected.
  D. Using open questions to get customers to talk.
  B. Asking questions in a free-form manner.

• Question 44:

  Which two are techniques for communicating cross culturally? (Choose two)

  A. Slow the pace at which you speak.
  B. Speak carefully and loudly.
  C. Tell the customer you are having some difficulty in understanding them.
  D. Ask lots of questions to check your understanding, even if it means interrupting them.
  A. Slow the pace at which you speak.
  C. Tell the customer you are having some difficulty in understanding them.

• Question 45:

  A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

  A. Notify their manager of the suspected violation.
  B. Notify FAST (Federation Against Software Theft).
  C. Notify the department that they are using illegal software.
  D. Notify the software vendor's local office.
  A. Notify their manager of the suspected violation.

• Question 46:

  What are the two most important requirements for ensuring successful change management? (Choose 2)

  A. Change management authorisation and approval.
  B. Meeting ISO9000 documentation standards
  C. IT approved changes.
  D. Administrative staff support.
  E. Buy-in of affected stakeholders.
  A. Change management authorisation and approval.
  E. Buy-in of affected stakeholders.

• Question 47:

  What are three considerations to bear in mind when setting up a service continuity site? (Choose three)

  A. Location.
  B. Cost implications.
  C. Storage/space capacities.
  D. Computer telephony integration (CTI).
  A. Location.
  B. Cost implications.
  C. Storage/space capacities.

• Question 48:

  Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

  A. Deductive reasoning.
  B. Creative thinking.
  C. Critical thinking.
  D. Inductive reasoning.
  A. Deductive reasoning.

• Question 49:

  What are the two most important characteristics of successful teams? (Choose 2)

  A. They are given challenges to meet and are rewarded effectively.
  B. They always make all decisions together.
  C. They have individual responsibilities to which they work exclusively.
  D. There are many different personalities and skills.
  A. They are given challenges to meet and are rewarded effectively.
  D. There are many different personalities and skills.

• Question 50:

  Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem? (Choose 1)

  A. System administrator.
  B. Knowledge engineer.
  C. Database administrator.
  D. Quality manager.
  A. System administrator.