HDI Practice Questions with 100%
Correct Solutions
process - ANSWER a structured set of activities designed to accomplish a
specific objective which may create value for the customer or stakeholder
procedure - ANSWER a documented set of steps that defines how to perform a process
work instructions - ANSWER describes how to perform steps or tasks that are outlined
in a procedure, such as completing a PO or ordering supplies
service management - ANSWER a set of specialized organizational capabilities for
providing value to customers in the form of services
IT service management (ITSM) - ANSWER The implementation and management
of quality IT services that meet the needs of the business.
service desk - ANSWER functional unit with the specialized resources and capabilities.
In many organizations it refers to the service and support center
best practice - ANSWER a technique, method, or process which is regarded as more
effective at delivering a particular outcome than any other technique, method, or
process; based on repeatable and measurable procedures that have proven
themselves over time
Service Level Management(SLM) - ANSWER a process responsible for defining,
documenting, agreeing, monitoring, measuring, reporting, and reviewing the levels of
IT services provided.
,service level target - ANSWER a documented measurable commitment to provide
a specific standard of service
Operational Level Agreement (OLA) - ANSWER documents the agreement between
the service provider and other parts of the organization which support the delivery of
services to the business
Underpinning Contract (UC) - ANSWER Legally defines the roles, responsibilities,
and expectations between third parties(suppliers) and the service providers
Service catalog - ANSWER a respiratory that contains information about IT deliverables,
prices, contact points, and request processes
Request - ANSWER an inquiry from a customer for information, advice, a
standard charge, or access to a service
incident - ANSWER an unplanned interruption to the standard operation of a service,
or a reduction in the quality of that service.
escalation - ANSWER >Functional Escalation
>Hierarchical Escalation
Functional Escalation - ANSWER moving an incident or request laterally to a
specialist more appropriate to the incident
Hierarchical Escalation - ANSWER moving an incident or request upwards to a
higher authority
, Knowledge article - ANSWER a findable, reusable, and structured object that contains
the customers experience, the analyst findings the metadata about the article.
contact - ANSWER may be a request, incident, change, move or other issue reported
to the service and support center by a customer via any support delivery method
paraphrasing - ANSWER repeating what the customer has said back to them but in
your own words
filter - ANSWER an internal bias or personal viewpoint based on one's
experiences, values, culture, education level, language differences, or geography.
customer competency - ANSWER the customers experience and ability to
understand and perform a task
Define ethics in business - ANSWER Refers to abiding by principles and codes that guides
how members of an organization are expected to behave
Define emotional intelligence(EI) - ANSWER The ability to recognize and know " in
the moment" what emotions you are feeling and what they mean
Describe Self- Awareness - ANSWER Helps to provide a framework and foundation in
which other competencies grow upon. This involves self-assessment of oneself,
having self-regard, and being optimistic
Describe Emotional Connection - ANSWER Involves relationship building
through empathetic listening and communication
Correct Solutions
process - ANSWER a structured set of activities designed to accomplish a
specific objective which may create value for the customer or stakeholder
procedure - ANSWER a documented set of steps that defines how to perform a process
work instructions - ANSWER describes how to perform steps or tasks that are outlined
in a procedure, such as completing a PO or ordering supplies
service management - ANSWER a set of specialized organizational capabilities for
providing value to customers in the form of services
IT service management (ITSM) - ANSWER The implementation and management
of quality IT services that meet the needs of the business.
service desk - ANSWER functional unit with the specialized resources and capabilities.
In many organizations it refers to the service and support center
best practice - ANSWER a technique, method, or process which is regarded as more
effective at delivering a particular outcome than any other technique, method, or
process; based on repeatable and measurable procedures that have proven
themselves over time
Service Level Management(SLM) - ANSWER a process responsible for defining,
documenting, agreeing, monitoring, measuring, reporting, and reviewing the levels of
IT services provided.
,service level target - ANSWER a documented measurable commitment to provide
a specific standard of service
Operational Level Agreement (OLA) - ANSWER documents the agreement between
the service provider and other parts of the organization which support the delivery of
services to the business
Underpinning Contract (UC) - ANSWER Legally defines the roles, responsibilities,
and expectations between third parties(suppliers) and the service providers
Service catalog - ANSWER a respiratory that contains information about IT deliverables,
prices, contact points, and request processes
Request - ANSWER an inquiry from a customer for information, advice, a
standard charge, or access to a service
incident - ANSWER an unplanned interruption to the standard operation of a service,
or a reduction in the quality of that service.
escalation - ANSWER >Functional Escalation
>Hierarchical Escalation
Functional Escalation - ANSWER moving an incident or request laterally to a
specialist more appropriate to the incident
Hierarchical Escalation - ANSWER moving an incident or request upwards to a
higher authority
, Knowledge article - ANSWER a findable, reusable, and structured object that contains
the customers experience, the analyst findings the metadata about the article.
contact - ANSWER may be a request, incident, change, move or other issue reported
to the service and support center by a customer via any support delivery method
paraphrasing - ANSWER repeating what the customer has said back to them but in
your own words
filter - ANSWER an internal bias or personal viewpoint based on one's
experiences, values, culture, education level, language differences, or geography.
customer competency - ANSWER the customers experience and ability to
understand and perform a task
Define ethics in business - ANSWER Refers to abiding by principles and codes that guides
how members of an organization are expected to behave
Define emotional intelligence(EI) - ANSWER The ability to recognize and know " in
the moment" what emotions you are feeling and what they mean
Describe Self- Awareness - ANSWER Helps to provide a framework and foundation in
which other competencies grow upon. This involves self-assessment of oneself,
having self-regard, and being optimistic
Describe Emotional Connection - ANSWER Involves relationship building
through empathetic listening and communication
