HDI Desktop Advanced Support
Technician (HDI-DAST)|Q’s and A’s
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
- Sources of IT Best practices (Framework models) - -1. HDI, 2. ITIL, 3. KCS
(Knowledge-Centered Support)
-
Technician (HDI-DAST)|Q’s and A’s
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
- Sources of IT Best practices (Framework models) - -1. HDI, 2. ITIL, 3. KCS
(Knowledge-Centered Support)
-
