HDI HD0-300 Online Practice Questions and Exam Preparation

HDI HD0-300 Online Questions & Answers

• Question 71:

  How can you motivate others to seek guidance?

  A. emphasize changing behaviors rather than people.
  B. Provide incentives that are challenging yet attainable
  C. Use personal visits as an opportunity for employee feedback, support, and mentoring
  D. Evaluate performance of team members and provide support to facilitate optimum performance.
  C. Use personal visits as an opportunity for employee feedback, support, and mentoring

• Question 72:

  What must be included in an IT change management process?

  A. Any cross-cultural communication issues must be addressed.
  B. The possible risks of the proposed change must be assessed.
  C. The service level agreement must be modified to include the change.
  D. The support center must commit to the change even if it fails.
  B. The possible risks of the proposed change must be assessed.

• Question 73:

  What should you do to ensure that your Help Desk support strategies align with the organization being supported?

  A. minimize cost
  B. propose the highest level of support possible
  C. study best practices for top performing organizations and set your strategies accordingly
  D. consider the impact of the proposed services on the success of the organization as a whole
  D. consider the impact of the proposed services on the success of the organization as a whole

• Question 74:

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

• Question 75:

  What is the best way to prepare your support center to take international calls?

  A. Ask management for budget money to train all of your analysts in the languages that will be required by the project.
  B. Find ways to hire analysts that speak all of the languages that will require support services.
  C. Interview each analyst to determine whether your analysts want to take international calls.
  D. Use industry best practices as a benchmark and study other groups that provide similar support services.
  D. Use industry best practices as a benchmark and study other groups that provide similar support services.

• Question 76:

  Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

  A. customer
  B. stake holder
  C. service provider
  D. Help Desk manager
  E. Service-level managers
  A. customer
  C. service provider

• Question 77:

  How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

  A. It automatically solves customer problems.
  B. It eliminates the need for monitoring call volume.
  C. It eliminates the need for training Help Desk analysts.
  D. It automatically exchanges accurate and useful information.
  D. It automatically exchanges accurate and useful information.

• Question 78:

  Which three ensure the realization of an employee's potential? (Choose three)

  A. training plans
  B. employee salary
  C. job descriptions
  D. employee satisfaction
  A. training plans
  C. job descriptions
  D. employee satisfaction

• Question 79:

  What are three reasons that companies institute security programs? (Choose three)

  A. lower costs
  B. legal mandate
  C. loss potential
  D. corporate responsibility
  B. legal mandate
  C. loss potential
  D. corporate responsibility

• Question 80:

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

  A. insourcing
  B. outsourcing
  C. trend awareness
  D. resource planning
  D. resource planning