HDI DESKTOP ADVANCED SUPPORT
TECHNICIAN (HDI-DAST)
Service nManagement nSystems n- n1. nIncident nand nservice nrequest ntracking, n2. nProblem ntracking, n3.
nChange nTracking, n& n4. nConfiguration n/ nAsset nManagement nSystems
n-n
Service nTransition n(ITIL) n- nBuilds, ntests, nand nprepares nservices nfor ntransition nto nlive noperations.
Service nOperation n(ITIL) n- nDelivers nand nsupports nservices nin noperation
Service nStrategy n(ITIL) n- nProvides npolicy nand nGuidance
incident nmanagement n- nThe nprimary npurpose nis nto nrestore nservice nas nquickly nas npossible nand
nminimize nthe nimpact non nbusiness. nTo nprevent nthe nrecurrence nof nevent.
Incident nManagement nbenefits n- n1. nMinimizing nimpact nto nbusiness, n2. nMinimizing ndowntime nfor
nusers, n3. nIdentifying ntraining nrequirements nfor nstaff nand nusers.
Integrated nSystems n(IS) n- npurpose nis nto nreduce ntime, nerrors nand nto nenable nprocesses. nIt nalso
nincrease nefficiency nand naccuracy nof ninformation
Sources nof nIT nBest npractices n(Framework nmodels) n- n1. nHDI, n2. nITIL, n3. nKCS n(Knowledge-Centered
nSupport)
TECHNICIAN (HDI-DAST)
Service nManagement nSystems n- n1. nIncident nand nservice nrequest ntracking, n2. nProblem ntracking, n3.
nChange nTracking, n& n4. nConfiguration n/ nAsset nManagement nSystems
n-n
Service nTransition n(ITIL) n- nBuilds, ntests, nand nprepares nservices nfor ntransition nto nlive noperations.
Service nOperation n(ITIL) n- nDelivers nand nsupports nservices nin noperation
Service nStrategy n(ITIL) n- nProvides npolicy nand nGuidance
incident nmanagement n- nThe nprimary npurpose nis nto nrestore nservice nas nquickly nas npossible nand
nminimize nthe nimpact non nbusiness. nTo nprevent nthe nrecurrence nof nevent.
Incident nManagement nbenefits n- n1. nMinimizing nimpact nto nbusiness, n2. nMinimizing ndowntime nfor
nusers, n3. nIdentifying ntraining nrequirements nfor nstaff nand nusers.
Integrated nSystems n(IS) n- npurpose nis nto nreduce ntime, nerrors nand nto nenable nprocesses. nIt nalso
nincrease nefficiency nand naccuracy nof ninformation
Sources nof nIT nBest npractices n(Framework nmodels) n- n1. nHDI, n2. nITIL, n3. nKCS n(Knowledge-Centered
nSupport)
