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Simulate the real exam

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Only need to practice for 20 to 30 hours

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HDI Help Desk Manager Sample Questions:

1. Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

A) call other Help Desks
B) survey customers
C) call service providers
D) survey focus groups

2. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to narrow the typepf problem and suggest resolutions
B) to provide Help Desk analysts with answers to every customer question:
C) to provide assistance to second-level analysts for more advanced troubleshooting
D) to provide a direct channel to vendor's marketing departments for new systems

3. What is the primary benefit of having security policies in a support center?

A) Security policies protect the company in the event of data loss.
B) Security policies limit Internet access for all of the company's employees.
C) Security policies allow the support center to stay open later.
D) Security policies ensure that customers cannot carry out illegal transactions.

4. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
B) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
C) Management believes that call volumes will remain at the current levels for the next several years.
D) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.

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

A) The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
B) The support center is responsible for installing new hardware and software for its customers.
C) The support center is responsible for making sure that customers always have the newest equipment and software.
D) The support center is responsible for technically evaluating all new releases.

Solutions: