HDI SUPPORT CENTER ANALYST ACTUAL EXAM QUESTIONS WITH
SOLUTIONS A+ 2025/2026
✔✔HDI - ✔✔Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
✔✔IM (Incident Management) - ✔✔The activities taken to identify, analyze, and correct
hazards to prevent re-occurrence
✔✔IM (Instant Messaging) - ✔✔Online chat which offers real-time text transmission
✔✔Interactive Voice - ✔✔The robot helper over the phone.
A telephony technology in which someone uses a touch-tone telephone to interact with
a database to acquire information from or enter data into the database.
IVR technology does not require human interaction over the telephone as the user's
interaction with the database is predetermined by what the IVR system will allow the
user access to.
✔✔ITIL - ✔✔Information Technology Infrastructure Library
A set of practices for IT service management (ITSM) that focuses on aligning IT
services with the needs of business.
✔✔ITSM - ✔✔Information Technology Service Management
The entirety of activities - directed by policies, organized and structured in processes
and supporting procedures - that are performed by an organization or part of an
organization to plan, deliver, operate and control IT services offered to customers.
✔✔KCS - ✔✔Knowledge-Centered Support -- a principle-based methodology seeking
capture, structure, reuse, and improvement of knowledge for the support delivery
process.
✔✔Label - ✔✔One of the options on IVR (Interactive Voice Response)
✔✔Mission statement - ✔✔A mission statement is a formal, short, written statement,
clearly defining the purpose of a company or organization.
✔✔What is the Number of Incidents by Priority, Severity, and Type used for? -
✔✔Metric that is used to verify if issues are being handled to specified priority levels
and escalation policies. This is typically used to establish root cause and to identify
trends.
✔✔Number of Total Incidents and by Analyst - ✔✔The sum of all incidents or service
requests over a specific period of time. This metric helps enable capacity and resource
planning for the organization.
, ✔✔Occupancy - ✔✔The percentage of time the analyst is logged in and available to
receive and make calls.
✔✔OLA - ✔✔Operational Level Agreement -- contract that defines how various IT
groups within a company plan to deliver a service or set of services.
✔✔What are OLAs for? - ✔✔Organization Level Agreement
OLAs are designed to address and solve the problem of IT silos by setting forth a
specific set of criteria and defining the specific set of IT services that each department is
responsible for.
✔✔Organizational Policies - ✔✔A document that defines clearly what is and what is not
permitted within an organization.
The do's and don'ts.
✔✔Private Branch Exchange (PBX) - ✔✔A telephone exchange or switching system
that serves a private organization and performs concentration of central office lines or
trunks and provides intercommunication between a large number of telephone stations
in the organization.
✔✔Rapport - ✔✔A close and harmonious relationship in which the people or groups
concerned understand each other's feelings or ideas and communicate well.
✔✔Service Design - ✔✔Part of the ITIL service lifecycle concept. Designs new and
changed services to meet business needs.
✔✔Service Desk - ✔✔A functional unit with specialized resources and capabilities.
Sometimes known as the support center.
✔✔SLA - ✔✔Service Level Agreement -- An SLA is a contract between a service
provider and a customer that specifies what services the service provider will furnish.
✔✔SLM - ✔✔Service Level Management -- The Process responsible for negotiating
Service Level Agreements, and ensuring that these are met.
Responsible for ensuring that all IT Service Management Processes, Operational Level
Agreements (OLAs), and Underpinning Contracts, are appropriate for the agreed
Service Level Targets. SLM monitors and reports on Service Levels, and holds regular
Customer reviews.
✔✔SMS (Service Management Systems) - ✔✔An automated system that tracks
incidents, services, service-level management, and automated workflows.
✔✔Service Operation - ✔✔Part of the ITIL service lifecycle concept. Delivers and
supports services in operation.
SOLUTIONS A+ 2025/2026
✔✔HDI - ✔✔Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
✔✔IM (Incident Management) - ✔✔The activities taken to identify, analyze, and correct
hazards to prevent re-occurrence
✔✔IM (Instant Messaging) - ✔✔Online chat which offers real-time text transmission
✔✔Interactive Voice - ✔✔The robot helper over the phone.
A telephony technology in which someone uses a touch-tone telephone to interact with
a database to acquire information from or enter data into the database.
IVR technology does not require human interaction over the telephone as the user's
interaction with the database is predetermined by what the IVR system will allow the
user access to.
✔✔ITIL - ✔✔Information Technology Infrastructure Library
A set of practices for IT service management (ITSM) that focuses on aligning IT
services with the needs of business.
✔✔ITSM - ✔✔Information Technology Service Management
The entirety of activities - directed by policies, organized and structured in processes
and supporting procedures - that are performed by an organization or part of an
organization to plan, deliver, operate and control IT services offered to customers.
✔✔KCS - ✔✔Knowledge-Centered Support -- a principle-based methodology seeking
capture, structure, reuse, and improvement of knowledge for the support delivery
process.
✔✔Label - ✔✔One of the options on IVR (Interactive Voice Response)
✔✔Mission statement - ✔✔A mission statement is a formal, short, written statement,
clearly defining the purpose of a company or organization.
✔✔What is the Number of Incidents by Priority, Severity, and Type used for? -
✔✔Metric that is used to verify if issues are being handled to specified priority levels
and escalation policies. This is typically used to establish root cause and to identify
trends.
✔✔Number of Total Incidents and by Analyst - ✔✔The sum of all incidents or service
requests over a specific period of time. This metric helps enable capacity and resource
planning for the organization.
, ✔✔Occupancy - ✔✔The percentage of time the analyst is logged in and available to
receive and make calls.
✔✔OLA - ✔✔Operational Level Agreement -- contract that defines how various IT
groups within a company plan to deliver a service or set of services.
✔✔What are OLAs for? - ✔✔Organization Level Agreement
OLAs are designed to address and solve the problem of IT silos by setting forth a
specific set of criteria and defining the specific set of IT services that each department is
responsible for.
✔✔Organizational Policies - ✔✔A document that defines clearly what is and what is not
permitted within an organization.
The do's and don'ts.
✔✔Private Branch Exchange (PBX) - ✔✔A telephone exchange or switching system
that serves a private organization and performs concentration of central office lines or
trunks and provides intercommunication between a large number of telephone stations
in the organization.
✔✔Rapport - ✔✔A close and harmonious relationship in which the people or groups
concerned understand each other's feelings or ideas and communicate well.
✔✔Service Design - ✔✔Part of the ITIL service lifecycle concept. Designs new and
changed services to meet business needs.
✔✔Service Desk - ✔✔A functional unit with specialized resources and capabilities.
Sometimes known as the support center.
✔✔SLA - ✔✔Service Level Agreement -- An SLA is a contract between a service
provider and a customer that specifies what services the service provider will furnish.
✔✔SLM - ✔✔Service Level Management -- The Process responsible for negotiating
Service Level Agreements, and ensuring that these are met.
Responsible for ensuring that all IT Service Management Processes, Operational Level
Agreements (OLAs), and Underpinning Contracts, are appropriate for the agreed
Service Level Targets. SLM monitors and reports on Service Levels, and holds regular
Customer reviews.
✔✔SMS (Service Management Systems) - ✔✔An automated system that tracks
incidents, services, service-level management, and automated workflows.
✔✔Service Operation - ✔✔Part of the ITIL service lifecycle concept. Delivers and
supports services in operation.
