HDI DESKTOP SUPPORT TECHNICIAN
EXAM
Abandon Before Answer (ABA) - Correct Answers -The percentage of total calls
received where callers hang up or leave the queue before reaching a support team
member
Access Management - Correct Answers -Manage access requests in a manner that
meets the business needs. Access management procedures are based on the security
and availability policies.
Aggressiveness - Correct Answers -Demonstrates a disregard for the rights of others.
Assertiveness - Correct Answers -Demonstrates knowledge of your right and the rights
of others.
Automated Call Distributor (ACD) - Correct Answers -The telephone system used in call
centers. Automatically answers, distributes calls and provides real-time/historical reports
on these activities.
Availability - Correct Answers -Percentage of total time the technician is available to
take incoming/outgoing calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - Correct Answers -Talk time + after call work; used to
develop staffing/ scheduling models.
Average Speed to Answer (ASA) - Correct Answers -Amount of time that a caller waits
in the queue before the call is answered.
Best Practice - Correct Answers -A way of accomplishing a business function or
process that is held to be superior to all other known methods.
Underpinning Contact (UC) - Correct Answers -Legal contract with third parties who will
provide support to the organization. It defines the roles, responsibilities, and
expectations between those parties to ensure alignment to the SLA.
User - Correct Answers -The person who uses the IT services on a day-to-day basis.
, Warm Transfer - Correct Answers -When transferring a call, verify that the receiving
party is available and connect the customer via a three-way.
Change - Correct Answers -The addition, modification or elimination of an authorized,
planned or supporting service and its related documentation.
Change Management - Correct Answers -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 - Correct Answers -Seeks "yes" "no" or limited responses.
Used to validate or obtain specific information and to control a conversation.
Computer Telephone Integration (CTI) - Correct Answers -Integration of voice with data.
Improves customer perception of support center while also improving call handling
efficiency and accuracy.
Confidentiality - Correct Answers -Protects the customer and the company from, abuse
of information and ensures legal compliance.
Configuration Item (CI) - Correct Answers -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) - Correct Answers -A database which
contains details about the attributes and history of each configuration item (CI)
Conscious Competence - Correct Answers -The individual know how to do something
but it is not second nature.
Conscious Incompetence - Correct Answers -Individual recognize that they don't
understand something
Continual Service Improvement (CSI) - Correct Answers -"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 - Correct Answers -Measure of the support center's cost-
effectiveness - people, overhead and infrastructure.
Creative Thinking - Correct Answers -Is the ability to think outside the box. It is
important because it helps DST identify points of failure and areas of improvement.
Customer - Correct Answers -Customers buys ($$) goods or services and defines,
negotiate the SLA and agree to our service level targets.
EXAM
Abandon Before Answer (ABA) - Correct Answers -The percentage of total calls
received where callers hang up or leave the queue before reaching a support team
member
Access Management - Correct Answers -Manage access requests in a manner that
meets the business needs. Access management procedures are based on the security
and availability policies.
Aggressiveness - Correct Answers -Demonstrates a disregard for the rights of others.
Assertiveness - Correct Answers -Demonstrates knowledge of your right and the rights
of others.
Automated Call Distributor (ACD) - Correct Answers -The telephone system used in call
centers. Automatically answers, distributes calls and provides real-time/historical reports
on these activities.
Availability - Correct Answers -Percentage of total time the technician is available to
take incoming/outgoing calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - Correct Answers -Talk time + after call work; used to
develop staffing/ scheduling models.
Average Speed to Answer (ASA) - Correct Answers -Amount of time that a caller waits
in the queue before the call is answered.
Best Practice - Correct Answers -A way of accomplishing a business function or
process that is held to be superior to all other known methods.
Underpinning Contact (UC) - Correct Answers -Legal contract with third parties who will
provide support to the organization. It defines the roles, responsibilities, and
expectations between those parties to ensure alignment to the SLA.
User - Correct Answers -The person who uses the IT services on a day-to-day basis.
, Warm Transfer - Correct Answers -When transferring a call, verify that the receiving
party is available and connect the customer via a three-way.
Change - Correct Answers -The addition, modification or elimination of an authorized,
planned or supporting service and its related documentation.
Change Management - Correct Answers -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 - Correct Answers -Seeks "yes" "no" or limited responses.
Used to validate or obtain specific information and to control a conversation.
Computer Telephone Integration (CTI) - Correct Answers -Integration of voice with data.
Improves customer perception of support center while also improving call handling
efficiency and accuracy.
Confidentiality - Correct Answers -Protects the customer and the company from, abuse
of information and ensures legal compliance.
Configuration Item (CI) - Correct Answers -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) - Correct Answers -A database which
contains details about the attributes and history of each configuration item (CI)
Conscious Competence - Correct Answers -The individual know how to do something
but it is not second nature.
Conscious Incompetence - Correct Answers -Individual recognize that they don't
understand something
Continual Service Improvement (CSI) - Correct Answers -"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 - Correct Answers -Measure of the support center's cost-
effectiveness - people, overhead and infrastructure.
Creative Thinking - Correct Answers -Is the ability to think outside the box. It is
important because it helps DST identify points of failure and areas of improvement.
Customer - Correct Answers -Customers buys ($$) goods or services and defines,
negotiate the SLA and agree to our service level targets.
