Online Access Free HD0-200 Practice Test

What is the key benefit of root cause analysis? (Choose 1)

• A.The cost per problem is reduced.
• B.Cost and expense can be justified.
• C.Better knowledge management procedures.
• D.Calls for specific types of problem can be reduced or eliminated.

What are two key reasons that can cause a team to fail? (Choose two)

• A.The team has multiple locations.
• B.The team is cross-functional.
• C.The team has clear objectives.
• D.The team lacks management support.
• E.The team has insufficient time allocated for team activities.

What is a principle of structured information gathering? (Choose 1)

• A.Asking questions in a free-form manner.
• B.Asking questions in a practiced manner.
• C.Asking questions using a logical, methodical approach.
• D.Asking questions in a predetermined sequence.

What is the most effective method for ticket monitoring? (Choose 1)

• A.Live service observations.
• B.Monthly Change reports.
• C.Follow up calls or surveys.
• D.Service Level Agreements.

What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

• A.Explain why their problem happened in the first place.
• B.Apologise, thank them for calling and close the call.
• C.Tell them that the group at fault for the complaint they made will contact them.
• D.Listen to them, document all the details, and ensure that it is followed up.