HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 161:

  Which statement best describes IT configuration management?

  A. IT configuration management controls the support center's hardware.
  B. IT configuration management is a comprehensive IT library.
  C. IT configuration management is lifecycle management for IT equipment.
  D. IT configuration management restricts the improper use of software.
  C. IT configuration management is lifecycle management for IT equipment.

• Question 162:

  What is a best practice for ensuring that performance improves over time?

  A. Avoid setting goals that will create stress for your team.
  B. Develop programs that award initiative and hard work.
  C. Install customer self-service packages.
  D. Set easily attainable goals to reassure your team.
  B. Develop programs that award initiative and hard work.

• Question 163:

  What are two ways a Help Desk manager can improve awareness and consideration of other business units in Help Desk planning? (Choose two)

  A. require regular meetings with your employees
  B. review historical successes and failure of the organization
  C. create clear roles and responsibilities for all team members
  D. participate in enterprise-wide initiatives and cross-functional teams
  B. review historical successes and failure of the organization
  D. participate in enterprise-wide initiatives and cross-functional teams

• Question 164:

  What should the Help Desk manager do to be a good listener? (Choose three)

  A. note the speaker's non-verbal cues
  B. be sensitive to the feelings of the speaker QUESTION s
  C. carefully craft your responses to
  D. re-interpret the message based on external input
  E. insert personal experiences into the conversation
  F. make an effort to hear precisely what is being said.
  A. note the speaker's non-verbal cues
  B. be sensitive to the feelings of the speaker QUESTION s
  F. make an effort to hear precisely what is being said.

• Question 165:

  What is the most common disadvantage of IT configuration management programs?

  A. IT configuration management programs are labor intensive.
  B. IT configuration management programs are prohibitively expensive.
  C. IT configuration management programs do not meet customers' needs.
  D. IT configuration management programs have a low return on investment (ROI).
  A. IT configuration management programs are labor intensive.

• Question 166:

  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 167:

  Which three actions demonstrate the Support Center management's effectiveness in problem reduction? (Choose three)

  A. performing customer assessments
  B. implementing preventive measures
  C. identifying daily, weekly, and monthly trends
  D. ensuring that customer contacts are logged
  B. implementing preventive measures
  C. identifying daily, weekly, and monthly trends
  D. ensuring that customer contacts are logged

• Question 168:

  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.
  B. employee

• Question 169:

  Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

  A. Customers care how your Help Desk is doing
  B. Help Desk performance can be measured against expectations
  C. Customers are more likely to provide responses of futuresurvey's
  D. The feedback may indicate whether or not you are meeting your mission
  B. Help Desk performance can be measured against expectations
  D. The feedback may indicate whether or not you are meeting your mission

• Question 170:

  Which commonly used technology supports workflow management within a Call Management System?

  A. fax
  B. voice mail
  C. automated alerts
  D. broadcast messaging devices
  C. automated alerts