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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

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

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

3. What are two benefits of having service continuity sites? (Choose 2)

A) Staff requirements are taken into account.
B) Personnel are transported in and out as required.
C) They are located close to the company headquarters.
D) Service levels can be maintained.
E) The risk of the business failing is reduced/ removed.

4. Which are the two most important qualities required for effective leadership? (Choose two)

A) the ability to exert absolute authority at all times.
B) the avoidance of arguments within the group.
C) the ability to encourage accountability and ownership.
D) the demonstration of and support for fairness.

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

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

Solutions: