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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Application capacity planning
B) Network capacity planning
C) Database installation
D) Operating system upgrades

2. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the probability customers will solve their own problems.
B) The shorter the ASA, the higher the abandonment rate.
C) The longer the ASA, the higher the abandonment rate.
D) The longer the ASA, the higher the probability customers will solve their own problems.

3. What are the two most important purposes of an annual survey? (Choose two)

A) To identify changes customers feel are valuable.
B) To assess IT technical support.
C) To measure changes in products and services from the previous year.
D) To evaluate overall satisfaction levels.

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

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

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

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

Solutions: