HDI DESKTOP ADVANCED SUPPORT
TECHNICIAN (HDI-DAST)
Service Management Systems - Correct Answers -1. Incident and service request
tracking, 2. Problem tracking, 3. Change Tracking, & 4. Configuration / Asset
Management Systems
- Correct Answers -
Service Transition (ITIL) - Correct Answers -Builds, tests, and prepares services for
transition to live operations.
incident management - Correct Answers -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 - Correct Answers -1. Minimizing impact to business, 2.
Minimizing downtime for users, 3. Identifying training requirements for staff and users.
Integrated Systems (IS) - Correct Answers -purpose is to reduce time, errors and to
enable processes. It also increase efficiency and accuracy of information
Service Operation (ITIL) - Correct Answers -Delivers and supports services in operation
Service Strategy (ITIL) - Correct Answers -Provides policy and Guidance
Sources of IT Best practices (Framework models) - Correct Answers -1. HDI, 2. ITIL, 3.
KCS (Knowledge-Centered Support)
TECHNICIAN (HDI-DAST)
Service Management Systems - Correct Answers -1. Incident and service request
tracking, 2. Problem tracking, 3. Change Tracking, & 4. Configuration / Asset
Management Systems
- Correct Answers -
Service Transition (ITIL) - Correct Answers -Builds, tests, and prepares services for
transition to live operations.
incident management - Correct Answers -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 - Correct Answers -1. Minimizing impact to business, 2.
Minimizing downtime for users, 3. Identifying training requirements for staff and users.
Integrated Systems (IS) - Correct Answers -purpose is to reduce time, errors and to
enable processes. It also increase efficiency and accuracy of information
Service Operation (ITIL) - Correct Answers -Delivers and supports services in operation
Service Strategy (ITIL) - Correct Answers -Provides policy and Guidance
Sources of IT Best practices (Framework models) - Correct Answers -1. HDI, 2. ITIL, 3.
KCS (Knowledge-Centered Support)
