HDI Support Center Analyst 2.0
Exam questions and answers
Define strategic planning - answer Is an organized process
(occurring at the management level) to define the organizations
desired future state, the high-level goals and objectives of the
organization, and the sequence of actions and tasks to achieve
them
Define strategy - answer Is a documented plan of action to bring
about a future state, such as the organization's goals and objectives
Define vision statement - answer A documented via of the future
state of the organization or business unit. It reflects an "ideal"
picture of what the organization wants to become as viewed by its
stakeholders.
Identify the purpose of a vision statement - answer Inspire pride,
commitment, and a sense of belonging
Stretch the capabilities and the self-image of the organization
Define a mission statement - answer Is a formal, short written
statement about the strategic purpose of an organization or
business unit. It should guide the actions of the organization,
communicate its overall purpose, provide a sense of direction and
guide decision making.
Identify the purpose of a mission statement - answer Define the
organization's goal and reason for being (i.e., what you are doing
and why you are doing it)
, Focus everyone on a common goal
Inspire commitment
Provide a sense of direction
Guide decision-making
Define goals - answer Goals are the outcomes an organization
wants to achieve. The desired endpoint in the support of your
strategy
Define objectives - answer Are milestones to measure progress
towards achieving goals.
Explain the role of a service and support center - answer Serves as
the single point-of-contact (SPOC) for all stakeholders within the
business
Focuses on getting customers back to work as quickly as possible
after they have suffered an interruption (incident) or if they need
something (request)
Executes activities and tasks within the Request Fulfillment, Access
Management, Knowledge Management, and Incident Management
processes
Communicated and collaborates with stakeholders to ensure that
the service and support provided meets the customer's needs
according to the SLA; and improves the customer experience, thus
increasing customer satisfaction
Exam questions and answers
Define strategic planning - answer Is an organized process
(occurring at the management level) to define the organizations
desired future state, the high-level goals and objectives of the
organization, and the sequence of actions and tasks to achieve
them
Define strategy - answer Is a documented plan of action to bring
about a future state, such as the organization's goals and objectives
Define vision statement - answer A documented via of the future
state of the organization or business unit. It reflects an "ideal"
picture of what the organization wants to become as viewed by its
stakeholders.
Identify the purpose of a vision statement - answer Inspire pride,
commitment, and a sense of belonging
Stretch the capabilities and the self-image of the organization
Define a mission statement - answer Is a formal, short written
statement about the strategic purpose of an organization or
business unit. It should guide the actions of the organization,
communicate its overall purpose, provide a sense of direction and
guide decision making.
Identify the purpose of a mission statement - answer Define the
organization's goal and reason for being (i.e., what you are doing
and why you are doing it)
, Focus everyone on a common goal
Inspire commitment
Provide a sense of direction
Guide decision-making
Define goals - answer Goals are the outcomes an organization
wants to achieve. The desired endpoint in the support of your
strategy
Define objectives - answer Are milestones to measure progress
towards achieving goals.
Explain the role of a service and support center - answer Serves as
the single point-of-contact (SPOC) for all stakeholders within the
business
Focuses on getting customers back to work as quickly as possible
after they have suffered an interruption (incident) or if they need
something (request)
Executes activities and tasks within the Request Fulfillment, Access
Management, Knowledge Management, and Incident Management
processes
Communicated and collaborates with stakeholders to ensure that
the service and support provided meets the customer's needs
according to the SLA; and improves the customer experience, thus
increasing customer satisfaction
