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HDI Help Desk Manager Sample Questions:

1. What is the first step to take when calculating return on investment (ROI)?

A) Collect data.
B) Report results.
C) Determine costs.
D) Identify intangible benefits.

2. What is the primary purpose of problem management?

A) The primary purpose of problem management is to reduce the number of incidents.
B) The primary purpose of problem management is to resolve incidents quickly.
C) The primary purpose of problem management is to restore normal service.
D) The primary purpose of problem management is to eliminate the cause of incidents.

3. What is the best description of a hot continuity site?

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

4. What is the best way to get audience participation during a presentation?

A) Tell the audience jokes.
B) Show the audience slides.
C) Ask the audience question:s.
D) Distribute handouts to the audience.

5. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) HISTORICAL REQUIREMENTS
B) APPLICATION REQUIREMENTS
C) SCHEDULING REQUIREMENTS
D) STAFFING REQUIREMENTS

Solutions: