HDI Certified Exam Questions with
Verified Solutions4
Service Request - ANSWERS-A request from a user for information, advice, a standard change,
or access to an IT service
Knowledge Centered Support - ANSWERS-A set of practices and processes that focus on
knowledge as a key asset
Passive - ANSWERS-Demonstrates respect only for others' rights (disregard for self); can cause
elevated stress levels
Aggressive - ANSWERS-Demonstrates a disregard for the rights of others; results in
confrontation
Assertive - ANSWERS-Demonstrates knowledge of your rights and the rights of others;
Healthiest attitude
Operational Level Agreement (OLA) - ANSWERS-An agreement between the support center and
other areas of the organization which support the delivery of services to the business
Underpinning Contract (UC) - ANSWERS-defines the roles, responsibilities and expectations
between those third parties (suppliers) and the service provider.
Service Catalog - ANSWERS-Information about what services are available within the
organization. Including descriptions, prices, and the value of services
Verified Solutions4
Service Request - ANSWERS-A request from a user for information, advice, a standard change,
or access to an IT service
Knowledge Centered Support - ANSWERS-A set of practices and processes that focus on
knowledge as a key asset
Passive - ANSWERS-Demonstrates respect only for others' rights (disregard for self); can cause
elevated stress levels
Aggressive - ANSWERS-Demonstrates a disregard for the rights of others; results in
confrontation
Assertive - ANSWERS-Demonstrates knowledge of your rights and the rights of others;
Healthiest attitude
Operational Level Agreement (OLA) - ANSWERS-An agreement between the support center and
other areas of the organization which support the delivery of services to the business
Underpinning Contract (UC) - ANSWERS-defines the roles, responsibilities and expectations
between those third parties (suppliers) and the service provider.
Service Catalog - ANSWERS-Information about what services are available within the
organization. Including descriptions, prices, and the value of services
