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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is the best description of a business case? (Choose 1)

A) A proposal for improvements to current business processes.
B) A briefcase.
C) A shared business knowledge database.
D) An analysis of help desk activities.

2. The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A) Identify customer assumptions.
B) Prioritise possible causes of the problem.
C) Validate the problem statement.
D) Identify possible causes of the problem.

3. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A) They often seem short of breath.
B) They bite their fingernails.
C) They seem tense and often have white knuckles.
D) They have a pallid complexion.
E) They have a new wardrobe of clothes.

4. What are two key reasons that can cause a team to fail? (Choose two)

A) The team has clear objectives.
B) The team lacks management support.
C) The team has insufficient time allocated for team activities.
D) The team is cross-functional.
E) The team has multiple locations.

5. What is used to set customer expectations? (Choose 1)

A) Work flow procedures.
B) Root cause processes.
C) Service level agreements.
D) Standard operating procedures.

Solutions: