HDI Desktop Advanced Support
Technician
Service Management Systems - ✔✔1. Incident and service request tracking, 2.
Problem tracking, 3. Change Tracking, & 4. Configuration / Asset Management
Systems
Service Transition (ITIL) - ✔✔Builds, tests, and prepares services for transition to
live operations.
Service Operation (ITIL) - ✔✔Delivers and supports services in operation
Service Strategy (ITIL) - ✔✔Provides policy and Guidance
incident management - ✔✔The primary purpose is to restore service as quickly as
possible and minimize the impact on business. To prevent the recurrence of
event.
Incident Management benefits - ✔✔1. Minimizing impact to business, 2.
Minimizing downtime for users, 3. Identifying training requirements for staff and
users.
Integrated Systems (IS) - ✔✔purpose is to reduce time, errors and to enable
processes. It also increase efficiency and accuracy of information
Technician
Service Management Systems - ✔✔1. Incident and service request tracking, 2.
Problem tracking, 3. Change Tracking, & 4. Configuration / Asset Management
Systems
Service Transition (ITIL) - ✔✔Builds, tests, and prepares services for transition to
live operations.
Service Operation (ITIL) - ✔✔Delivers and supports services in operation
Service Strategy (ITIL) - ✔✔Provides policy and Guidance
incident management - ✔✔The primary purpose is to restore service as quickly as
possible and minimize the impact on business. To prevent the recurrence of
event.
Incident Management benefits - ✔✔1. Minimizing impact to business, 2.
Minimizing downtime for users, 3. Identifying training requirements for staff and
users.
Integrated Systems (IS) - ✔✔purpose is to reduce time, errors and to enable
processes. It also increase efficiency and accuracy of information
