HDI Support Center Analyst
Exam/104 Q’s and A’s A+ Graded
What interval should mission statements be reviewed? - -annually
- MS stands for what? - -mission statement
- SLA is? - -service level agreement
- SOP is? - -standard operating procedure
- Multiple incidents is a? - -problem
- The service desk is a? - -functional unit
- SPOC is? - -single point of contact
- A key performance indicator (KPI) of today's support center is? - -customer
satisfaction
- ________ provides more options for customers to contact the support center
and helps to reduce abandoned calls. - -multi-channel access
- email, instant messaging, and self-help are all examples of? - -support
channels
- ________ ensures that all contacts receive adequate response and follow-
through, and no issue is closed until the customer has deemed the resolution
satisfactory. - -total contact ownership
- An ________ is a person with a high degree of knowledge, skill, or
experience in a particular field. - -expert
- An _________ is a person who executes a task quickly and effectively. - -
expeditor
- A __________ is a person who actively promotes the image and services of
the support center and supports the needs of the customer. - -customer
champion
- A person who leads by example, motivates others, encourages
participation, creative thinking, and initiative, demonstrates a positive
attitude, demonstrates active listening skills, and is ethical is an _________. -
-effective leader
, - An ________ support center provides consistent service to all customers,
demonstrates honesty and integrity in their actions, takes ownership and
holds themselves personally accountable for their actions, fulfills
commitments, protects and enhances the image of the support center, and
are loyal to their team. - -ethical
- _________ in the workplace means taking ownership and being accountable,
especially when mistakes occur. - -integrity
- ___________ define what is or is not permitted within an organization. - -
policies
- Adhering to _______________ is important because it encourages consistent
behavior throughout the support center, provides a framework for the
delivery of consistent services to customers, protects the organization
against legal liability, and helps protect proprietary information and other
assets. - -organizational policies
- ____________: have clear goals, objectives, and expectations, achieve their
goals in a coordinated, effective manner, encourage trust, are willing to help
and defend each other, receive leadership and support from management,
and share knowledge and ideas. - -successful teams
- Synergy, increased motivation and job satisfaction, a team that is flexible
and adaptable, a team with collective knowledge, collaboration and
resourcefulness, team members that have a sense of ownership are more
committed, and enhanced communication are all benefits to successful
___________. - -teamwork
- According to ITIL, a ________ is "hands on the keyboard" - the employee
who uses IT services to support execute routine activities. - -user
- According to ITIL, the _______ is the one who "pays the bills" -the person
who is authorized to conclude an agreement with the IT organization about
the provision of IT services (ie, the SLA), and who is responsible for ensuring
that services are paid for. - -customer
- Responding to incidents in a timely manner, understanding and
documenting customer needs, taking ownership of customer incidents,
making specific commitments, then consistently meeting those
commitments, while remaining faithful to organizational policies, resolving or
assisting in resolving incidents within established service levels, enhancing
the customer's relationship with the service center and organization, and
promoting the image of the support center are all _________ of an analyst. - -
responsibilities
Exam/104 Q’s and A’s A+ Graded
What interval should mission statements be reviewed? - -annually
- MS stands for what? - -mission statement
- SLA is? - -service level agreement
- SOP is? - -standard operating procedure
- Multiple incidents is a? - -problem
- The service desk is a? - -functional unit
- SPOC is? - -single point of contact
- A key performance indicator (KPI) of today's support center is? - -customer
satisfaction
- ________ provides more options for customers to contact the support center
and helps to reduce abandoned calls. - -multi-channel access
- email, instant messaging, and self-help are all examples of? - -support
channels
- ________ ensures that all contacts receive adequate response and follow-
through, and no issue is closed until the customer has deemed the resolution
satisfactory. - -total contact ownership
- An ________ is a person with a high degree of knowledge, skill, or
experience in a particular field. - -expert
- An _________ is a person who executes a task quickly and effectively. - -
expeditor
- A __________ is a person who actively promotes the image and services of
the support center and supports the needs of the customer. - -customer
champion
- A person who leads by example, motivates others, encourages
participation, creative thinking, and initiative, demonstrates a positive
attitude, demonstrates active listening skills, and is ethical is an _________. -
-effective leader
, - An ________ support center provides consistent service to all customers,
demonstrates honesty and integrity in their actions, takes ownership and
holds themselves personally accountable for their actions, fulfills
commitments, protects and enhances the image of the support center, and
are loyal to their team. - -ethical
- _________ in the workplace means taking ownership and being accountable,
especially when mistakes occur. - -integrity
- ___________ define what is or is not permitted within an organization. - -
policies
- Adhering to _______________ is important because it encourages consistent
behavior throughout the support center, provides a framework for the
delivery of consistent services to customers, protects the organization
against legal liability, and helps protect proprietary information and other
assets. - -organizational policies
- ____________: have clear goals, objectives, and expectations, achieve their
goals in a coordinated, effective manner, encourage trust, are willing to help
and defend each other, receive leadership and support from management,
and share knowledge and ideas. - -successful teams
- Synergy, increased motivation and job satisfaction, a team that is flexible
and adaptable, a team with collective knowledge, collaboration and
resourcefulness, team members that have a sense of ownership are more
committed, and enhanced communication are all benefits to successful
___________. - -teamwork
- According to ITIL, a ________ is "hands on the keyboard" - the employee
who uses IT services to support execute routine activities. - -user
- According to ITIL, the _______ is the one who "pays the bills" -the person
who is authorized to conclude an agreement with the IT organization about
the provision of IT services (ie, the SLA), and who is responsible for ensuring
that services are paid for. - -customer
- Responding to incidents in a timely manner, understanding and
documenting customer needs, taking ownership of customer incidents,
making specific commitments, then consistently meeting those
commitments, while remaining faithful to organizational policies, resolving or
assisting in resolving incidents within established service levels, enhancing
the customer's relationship with the service center and organization, and
promoting the image of the support center are all _________ of an analyst. - -
responsibilities
