HDI CERTIFIED EXAM QUESTIONS WITH
CORRECT ANSWERS
Service Request - Correct Answers -A request from a user for information, advice, a
standard change, or access to an IT service
Knowledge Centered Support - Correct Answers -A set of practices and processes that
focus on knowledge as a key asset
Filter - Correct Answers -An internal bias or personal viewpoint based on ones
experiences, values, culture education level, language difference or geography; lead to
miscommunication and can affect communication negatively
Paraphrasing - Correct Answers -Repeating what the customer says in your own words
Customer competency - Correct Answers -The customers experience and ability to
understand and perform a task
Empathy - Correct Answers -Identification and acknowledgment of another situation,
feelings, and motives without agreeing to the emotion or getting caught up in it
Passive - Correct Answers -Demonstrates respect only for others' rights (disregard for
self); can cause elevated stress levels
Aggressive - Correct Answers -Demonstrates a disregard for the rights of others; results
in confrontation
Assertive - Correct Answers -Demonstrates knowledge of your rights and the rights of
others; Healthiest attitude
Operational Level Agreement (OLA) - Correct 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) - Correct Answers -defines the roles, responsibilities and
expectations between those third parties (suppliers) and the service provider.
Service Catalog - Correct Answers -Information about what services are available within
the organization. Including descriptions, prices, and the value of services
CORRECT ANSWERS
Service Request - Correct Answers -A request from a user for information, advice, a
standard change, or access to an IT service
Knowledge Centered Support - Correct Answers -A set of practices and processes that
focus on knowledge as a key asset
Filter - Correct Answers -An internal bias or personal viewpoint based on ones
experiences, values, culture education level, language difference or geography; lead to
miscommunication and can affect communication negatively
Paraphrasing - Correct Answers -Repeating what the customer says in your own words
Customer competency - Correct Answers -The customers experience and ability to
understand and perform a task
Empathy - Correct Answers -Identification and acknowledgment of another situation,
feelings, and motives without agreeing to the emotion or getting caught up in it
Passive - Correct Answers -Demonstrates respect only for others' rights (disregard for
self); can cause elevated stress levels
Aggressive - Correct Answers -Demonstrates a disregard for the rights of others; results
in confrontation
Assertive - Correct Answers -Demonstrates knowledge of your rights and the rights of
others; Healthiest attitude
Operational Level Agreement (OLA) - Correct 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) - Correct Answers -defines the roles, responsibilities and
expectations between those third parties (suppliers) and the service provider.
Service Catalog - Correct Answers -Information about what services are available within
the organization. Including descriptions, prices, and the value of services
