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HDI HD0-200 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Desk Operations- Workflow and prioritization
  • 1. Priority and severity classification
    • 2. Workload management
      - Tools and systems
      • 1. Documentation standards
        • 2. Service management tools usage
          Topic 2: Customer Service and Support Skills- Customer interaction management
          • 1. Setting expectations and follow-up
            • 2. Managing difficult customers
              - Communication skills
              • 1. Active listening and questioning techniques
                • 2. Professional communication in service desk environments
                  Topic 3: IT Service Management Fundamentals- ITIL concepts overview
                  • 1. Service lifecycle basics
                    • 2. Incident vs problem vs change
                      Topic 4: Incident Management and Troubleshooting- Incident handling process
                      • 1. Escalation procedures
                        • 2. Ticket logging and classification
                          - Problem-solving techniques
                          • 1. Knowledge base usage
                            • 2. Root cause analysis basics

                              HDI Qualified Help Desk Senior Analyst Sample Questions:

                              What two should be included in a disaster recovery (service continuity) plan? (Choose two)

                              • A. A process to activate the plan.
                              • B. Finance details.
                              • C. Approval from Health and Safety.
                              • D. Personnel identification and training.
                              • E. Monthly statistics.
                              Reveal Solution  Discussion  0

                              Correct Answer: A,D  🗳️

                              What are the three most likely disadvantages of cross-functional teams? (Choose three)

                              • A. Departmental managers may lose control.
                              • B. They may pull staff away from their normal duties.
                              • C. They may be time consuming.
                              • D. They may hinder interdepartmental rapport.
                              Reveal Solution  Discussion  0

                              Correct Answer: A,B,C  🗳️

                              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. Immediately escalate to management.
                              • B. Log the customers details and take the next call.
                              • C. Reassign (escalate) the call to the appropriate team.
                              • D. Deliver an SLA reminder.
                              Reveal Solution  Discussion  0

                              Correct Answer: C  🗳️

                              What are the two most important points to remember in order to manage a call successfully? (Choose two)

                              • A. Clearly document the situation and the steps taken.
                              • B. Give the customer something to do.
                              • C. Use the same terminology as the customer.
                              • D. Create a problem-solving work-flow.
                              Reveal Solution  Discussion  0

                              Correct Answer: A,C  🗳️

                              An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

                              • A. I am sorry, but my supervisor does not handle these situations, I can assist you.
                              • B. I appreciate your frustration with this; I have experienced this same problem many times.
                              • C. I am sorry, but my manager is not available at the moment. May I get her to call you back?
                              • D. It would be easier to resolve this call if you calm down.
                              Reveal Solution  Discussion  0

                              Correct Answer: C  🗳️

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