HDI DESKTOP ADVANCED SUPPORT
TECHNICIAN
h Catch and dispatch operation - Taking calls and than dispatching desktop technician for resolution
Sneaker support - Inserting floppy disk after floppy disk, upgrading each individual machine
When did the World Wide Web emerge? - 1991
What operating systems did users shift from during the dot-com boom? - MS-DOS to Windows OS
What became available for remote management during the dot-com boom? - Remote management
What is SPOC - Signle Point of contact.
Centralizing Communication and streamlining processes
What is the impact of remote control? - Reducing travel time,
allowing service desk to take on more tasks, allows support to focus on diagnosis and resolution.
what allowed web-based service desk software to be created - Self-service portals and automatic ticket
creation
When were the first smartphones introduced - 2007
What is BYOD - Bring-your-own-device (BYOD) is a policy that allows employees to bring their own
personal mobile devices to work and use those devices to connect to (or through) the company network
to business resources and/or the Internet. Although BYOD may improve employee morale and job
satisfaction, it increases security risk to the organization.
What is MDM - Mobile Device Management
What is a stakeholder? - any group or individual who contact the support center for serivce or support,
and whose role is necessary for the business to succeed
Name all 5 types of stakeholders - 1. User
2. customer
3. product or service owners
4. employees
5. partners
clasify the 2 types of customers in stakeholders. - External - they ar typically the autorizing body for
payment and negotiation for service levels
internal - funding or organizational hierarchy determent who the customer is
TECHNICIAN
h Catch and dispatch operation - Taking calls and than dispatching desktop technician for resolution
Sneaker support - Inserting floppy disk after floppy disk, upgrading each individual machine
When did the World Wide Web emerge? - 1991
What operating systems did users shift from during the dot-com boom? - MS-DOS to Windows OS
What became available for remote management during the dot-com boom? - Remote management
What is SPOC - Signle Point of contact.
Centralizing Communication and streamlining processes
What is the impact of remote control? - Reducing travel time,
allowing service desk to take on more tasks, allows support to focus on diagnosis and resolution.
what allowed web-based service desk software to be created - Self-service portals and automatic ticket
creation
When were the first smartphones introduced - 2007
What is BYOD - Bring-your-own-device (BYOD) is a policy that allows employees to bring their own
personal mobile devices to work and use those devices to connect to (or through) the company network
to business resources and/or the Internet. Although BYOD may improve employee morale and job
satisfaction, it increases security risk to the organization.
What is MDM - Mobile Device Management
What is a stakeholder? - any group or individual who contact the support center for serivce or support,
and whose role is necessary for the business to succeed
Name all 5 types of stakeholders - 1. User
2. customer
3. product or service owners
4. employees
5. partners
clasify the 2 types of customers in stakeholders. - External - they ar typically the autorizing body for
payment and negotiation for service levels
internal - funding or organizational hierarchy determent who the customer is
