Download HDI.HD0-300.CertDumps.2017-11-21.100q.vcex

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Exam Help Desk Manager
Number HD0-300
File Name HDI.HD0-300.CertDumps.2017-11-21.100q.vcex
Size 67 KB
Posted Nov 21, 2017
Download HDI.HD0-300.CertDumps.2017-11-21.100q.vcex

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Demo Questions

Question 1

What is the most common disadvantage of IT configuration management programs?


  1. IT configuration management programs are labor intensive.
  2. IT configuration management programs are prohibitively expensive.
  3. IT configuration management programs do not meet customers' needs.
  4. IT configuration management programs have a low return on investment (ROI).
Correct answer: A



Question 2

What is the best way to stay current with support industry developments?


  1. Discuss key customer demands with colleagues.
  2. Join industry-related groups.
  3. Read books by famous management experts.
  4. Spend occasional time on vendor's Web sites.
Correct answer: B



Question 3

Which statement best describes IT configuration management?


  1. IT configuration management controls the support center's hardware.
  2. IT configuration management is a comprehensive IT library.
  3. IT configuration management is lifecycle management for IT equipment.
  4. IT configuration management restricts the improper use of software.
Correct answer: C



Question 4

What is the best description of remote control?


  1. Remote control allows the analyst to control which applications a customer can use from a remote location.
  2. Remote control allows the analyst to take control of the customer's PC from a remote location.
  3. Remote control allows the analyst's supervisor to take control of a call from a remote location.
  4. Remote control allows the customer to control which analyst will provide support.
Correct answer: B



Question 5

What best describes the support center's responsibility in the release management process?


  1. The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
  2. The support center is responsible for installing new hardware and software for its customers.
  3. The support center is responsible for making sure that customers always have the newest equipment and software.
  4. The support center is responsible for technically evaluating all new releases.
Correct answer: A



Question 6

What is the most likely benefit of having a good marketing strategy for the support center?


  1. A good marketing strategy decreases the total cost of ownership for the support center.
  2. A good marketing strategy gives the support center's analysts more accountability.
  3. A good marketing strategy increases awareness that the support center provides a return on investment(ROI).
  4. A good marketing strategy decreases the support center's headcount.
Correct answer: C



Question 7

What is a key principle of negotiation with customers?


  1. Determine the customer's underlying need and seek a mutually beneficial solution.
  2. Focus on the individual rather than on the resolution.
  3. Seek a solution that aligns with support center policies and processes.
  4. Stick to the facts and ignore the customer's emotions.
Correct answer: A



Question 8

What is the best description of a hot continuity site?


  1. A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
  2. A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
  3. A hot continuity site is required in frigid climates if equipment is sensitive to cold.
  4. A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
Correct answer: B



Question 9

What process includes performing root cause analysis?


  1. Incident management
  2. Knowledge management
  3. Problem management
  4. Time management
Correct answer: C



Question 10

What is a best practice for retaining valuable members of your team?


  1. Avoid criticizing the members of your team.
  2. Let the members of your team figure out the job for themselves.
  3. Pay less than the industry average for the position.
  4. Provide your employees with a clear career path.
Correct answer: D









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