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HDI HD0-200 Sample Question Answers
Question # 1
What is a principle of structured information gathering? (Choose 1)
A. Asking questions in a free-form manner. B. Asking questions in a predetermined sequence. C. Asking questions in a practiced manner. D. Asking questions using a logical, methodical approach.
Answer: B
Question # 2
A customer calls with a problem that cannot be resolved during the initial contact and the help
desk analyst has searched the knowledgebase but found no solution. What should the analyst do
next? (Choose 1)
A. Log the customers details and take the next call. B. Deliver an SLA reminder. C. Reassign (escalate) the call to the appropriate team. D. Immediately escalate to management.
Answer: C
Question # 3
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.
Answer: A,B,D
Question # 4
What are two components of a network? (Choose two)
A. Hub. B. Remote support. C. Ping. D. Router.
Answer: A,D
Question # 5
Why is it important to record and analyse customer complaints? (Choose 1)
A. To identify customers who are never satisfied. B. To gain insight into customer perceptions. C. To prove that other IT groups are meeting customer expectations. D. To demonstrate that customers are not aware of service level agreements.
Answer: B
Question # 6
The question, "When you are trying to print there is no output. Is that correct?" is an example of
which step in the problem solving process? (Choose 1)
A. Validate the problem statement. B. Identify customer assumptions. C. Prioritise possible causes of the problem. D. Identify possible causes of the problem.
Answer: A
Question # 7
Which two are techniques for communicating cross culturally? (Choose two)
A. Speak carefully and loudly. B. Ask lots of questions to check your understanding, even if it means interrupting them. C. Slow the pace at which you speak. D. Tell the customer you are having some difficulty in understanding them.
Answer: C,D
Question # 8
What is unstructured information gathering? (Choose 1)
A. Asking questions in a free-form manner. B. Not using acronyms and speaking at the customer's level. C. Identifying what happened vs. what was expected. D. Using open questions to get customers to talk.
Answer: A
Question # 9
What is the best definition of a mission statement? (Choose 1)
A. It is a description of the Service Desks /Help Desks marketing and sales strategies. B. It is a description of the Service Desks /Help Desks means of producing revenue. C. It is a description of the Service Desks /Help Desks purpose and reason for existence. D. It is a description of the Service Desks /Help Desks past financial performance.
Answer: C
Question # 10
What are two key reasons that can cause a team to fail? (Choose two)
A. The team is cross-functional. B. The team lacks management support. C. The team has clear objectives. D. The team has multiple locations. E. The team has insufficient time allocated for team activities.
Answer: B,E
Question # 11
What are the two most important points to remember in order to manage a call successfully?
(Choose two)
A. Create a problem-solving work-flow. B. Use the same terminology as the customer. C. Clearly document the situation and the steps taken. D. Give the customer something to do.
Answer: B,C
Question # 12
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
A. Monthly statistics. B. Approval from Health and Safety. C. Personnel identification and training. D. A process to activate the plan. E. Finance details.
Answer: C,D
Question # 13
What are the two most important uses for Computer Telephony Integration? (Choose 2)
A. It enables the manager to view help desk performance in real time. B. It identifies callers to the help desk via screen pop. C. It requires the customer to input data. EIt prevents calls being queued. D. it enables the blocking of unwanted calls.
Answer: A,B
Question # 14
As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives
for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to
this task? (Choose two)
A. Effective highlighting of individual shortcomings. B. Effective demands for respect for your expertise. C. Effective meeting management. D. Effective discouragement of humour. E. Effective facilitation.
Answer: C,E
Question # 15
Which two business needs must be considered when allocating priorities? (Choose two)
A. The impact on the business. B. The customers location. C. Service level agreement commitments. D. The customers status.
Answer: A,C
Question # 16
Which two of the following enables a help desk to provide consistent service? (Choose two)
A. Service levels are based on impact to the business. B. Problems are assigned to the most knowledgeable person available. C. Priorities are assigned consistently. D. Everyone gets the same level of service.
Answer: A,C
Question # 17
What are four characteristics of self-help technology in a support environment? (Choose four)
A. It can be impersonal. B. It can be expensive to implement and maintain. C. It is available 24/7. D. It requires minimal maintenance. E. It enables customers to help themselves. F. It provides consistent responses to regular questions.
Answer: A,C,E,F
Question # 18
What is the key benefit of root cause analysis? (Choose 1)
A. Calls for specific types of problem can be reduced or eliminated. B. Better knowledge management procedures. C. Cost and expense can be justified. D. The cost per problem is reduced.
Answer: A
Question # 19
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.
Answer: A,E
Question # 20
Which are two characteristics of active listeners? (Choose two)
A. They restate/paraphrase to ensure understanding. B. They know the process for escalating a problem. C. They acknowledge the customer. D. They understand that evidence and reasoning are critical.
Answer: A,C
Question # 21
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.
Answer: B
Question # 22
Which two business needs must be considered when allocating priorities? (Choose two)
A. Service level agreement commitments. B. The customers status. C. The impact on the business. D. The customers location.
Answer: A,C
Question # 23
What is a common method used to analyse measurements? (Choose 1)
A. Root cause analysis. B. Current state assessment. C. Service level agreements. D. Trend analysis.
Answer: D
Question # 24
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. Explain to the customer what will happen next. B. Close the call. C. Develop a multi-functional team to address the situation. D. Ask your team colleagues to concentrate on this problem with you.
Answer: A
Question # 25
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.
Answer: A,B
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