Top Tips for Passing the HDI HD0-400 Exam on Your First Try

Convey a sincere willingness to help the customer.

Respond to your e-mail while taking customer calls.

Recognise that customers may not be technically literate.

Treat customers in the same way they treat you.

A web master magazine.

The marketing department.

Senior management meetings.

Knowledge Centred Support.

Build a rapport with your customer.

Identify the best time for your break.

Write an e-mail to a colleague.

Check your e-mail.

Unsuccessful teams have sufficient time to perform tasks.

Unsuccessful teams contain unmotivated team members.

Unsuccessful teams set clear goals.

Unsuccessful teams are proactive.

Maintaining confidentiality in the workplace shields your manager from blame.

Maintaining confidentiality in the workplace protects customers from embarrassment.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

Ask if they have tried the website and give them the answer.

Respectfully talk them through the self-help process.

Send them an e-mail with a link to the web site.

Tell them that the answer is on the web site and give them the URL.

The customer will be satisfied by the interaction.

The customer will call you for psychiatric advice.

The customers will be encouraged to talk more.

Incident monitoring is an ITIL best practice.

Incident monitoring results in improved quality of services.

Incident monitoring is the Support Centre primary function.

Incident monitoring is done by all good Support Centres.

The complexity of the incident.

The location of the customer with the incident.

The availability of a workaround.

The customer urgency for resolution.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.