HDI Desktop Support Technician Prep
Exam Questions Solved Correctly.
Abandon Before Answer (ABA) - Answer The percentage of total calls received where callers hang up or
leave the queue before reaching a support team member
Access Management - Answer Manage access requests in a manner that meets the business needs.
Access management procedures are based on the security and availability policies.
Aggressiveness - Answer Demonstrates a disregard for the rights of others.
Assertiveness - Answer Demonstrates knowledge of your right and the rights of others.
Automated Call Distributor (ACD) - Answer The telephone system used in call centers. Automatically
answers, distributes calls and provides real-time/historical reports on these activities.
Availability - Answer Percentage of total time the technician is available to take incoming/outgoing
calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - Answer Talk time + after call work; used to develop staffing/ scheduling
models.
Average Speed to Answer (ASA) - Answer Amount of time that a caller waits in the queue before the
call is answered.
Best Practice - Answer A way of accomplishing a business function or process that is held to be superior
to all other known methods.
Change - Answer The addition, modification or elimination of an authorized, planned or supporting
service and its related documentation.
, Change Management - Answer The primary objective is to enable beneficial change with minimum
disruption to IT services. It's responsible for controlling the lifecycle of all changes.
Closed-Ended Questions - Answer Seeks "yes" "no" or limited responses. Used to validate or obtain
specific information and to control a conversation.
Computer Telephone Integration (CTI) - Answer Integration of voice with data. Improves customer
perception of support center while also improving call handling efficiency and accuracy.
Confidentiality - Answer Protects the customer and the company from, abuse of information and
ensures legal compliance.
Configuration Item (CI) - Answer A component that is part of IT infrastructure and needs to be
managed in order to deliver IT services ( hardware, software, and documentation).
Configuration Management Database (CMDB) - Answer A database which contains details about the
attributes and history of each configuration item (CI)
Conscious Competence - Answer The individual know how to do something but it is not second nature.
Conscious Incompetence - Answer Individual recognize that they don't understand something
Continual Service Improvement (CSI) - Answer "The performance of the IT service provider is
continually measured and improvements are made to processes, IT services, and IT infrastructure to
increase efficiency, effectiveness, and cost effectiveness"
Cost per Incident:Lag Indicator - Answer Measure of the support center's cost-effectiveness - people,
overhead and infrastructure.
Creative Thinking - Answer Is the ability to think outside the box. It is important because it helps DST
identify points of failure and areas of improvement.
Exam Questions Solved Correctly.
Abandon Before Answer (ABA) - Answer The percentage of total calls received where callers hang up or
leave the queue before reaching a support team member
Access Management - Answer Manage access requests in a manner that meets the business needs.
Access management procedures are based on the security and availability policies.
Aggressiveness - Answer Demonstrates a disregard for the rights of others.
Assertiveness - Answer Demonstrates knowledge of your right and the rights of others.
Automated Call Distributor (ACD) - Answer The telephone system used in call centers. Automatically
answers, distributes calls and provides real-time/historical reports on these activities.
Availability - Answer Percentage of total time the technician is available to take incoming/outgoing
calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - Answer Talk time + after call work; used to develop staffing/ scheduling
models.
Average Speed to Answer (ASA) - Answer Amount of time that a caller waits in the queue before the
call is answered.
Best Practice - Answer A way of accomplishing a business function or process that is held to be superior
to all other known methods.
Change - Answer The addition, modification or elimination of an authorized, planned or supporting
service and its related documentation.
, Change Management - Answer The primary objective is to enable beneficial change with minimum
disruption to IT services. It's responsible for controlling the lifecycle of all changes.
Closed-Ended Questions - Answer Seeks "yes" "no" or limited responses. Used to validate or obtain
specific information and to control a conversation.
Computer Telephone Integration (CTI) - Answer Integration of voice with data. Improves customer
perception of support center while also improving call handling efficiency and accuracy.
Confidentiality - Answer Protects the customer and the company from, abuse of information and
ensures legal compliance.
Configuration Item (CI) - Answer A component that is part of IT infrastructure and needs to be
managed in order to deliver IT services ( hardware, software, and documentation).
Configuration Management Database (CMDB) - Answer A database which contains details about the
attributes and history of each configuration item (CI)
Conscious Competence - Answer The individual know how to do something but it is not second nature.
Conscious Incompetence - Answer Individual recognize that they don't understand something
Continual Service Improvement (CSI) - Answer "The performance of the IT service provider is
continually measured and improvements are made to processes, IT services, and IT infrastructure to
increase efficiency, effectiveness, and cost effectiveness"
Cost per Incident:Lag Indicator - Answer Measure of the support center's cost-effectiveness - people,
overhead and infrastructure.
Creative Thinking - Answer Is the ability to think outside the box. It is important because it helps DST
identify points of failure and areas of improvement.
