HDI SUPPORT CENTER DIRECTOR -
UNIT 4 STUDY GUIDE
Identify common tools and technologies used in the support center - Correct Answers -
Telephony tools
-Automated Call Distribution (ACD)
-Automatic Voice Recognition (AVR)
-Interactive Voice Response (IVR)
-Voice-over Internet Protocol (VoIP)
-Computer Telephony Integration (CTI)
Collaboration Tools
-Knowledge Sharing Tools
-Instant Messagine
-Wikis
-Screen Sharing
-Digital Whiteboards
-Social Media messaging (e.g. Facebook, Twitter, Linkedin, Google+)
Remote Support Tools
-Remote Control
-Remote Collaboration
-Remote Administration
Monitoring and Alerting Tools
-Monitor boards (system/service status)
-Paging systems
-Real time messaging systems
Self-service technologies
Automated Remediation technologies
Social Media technologies
Cloud Services technologies - public, private, hybrid models
-Application-as-a-Service (AaaS)
-Desktop-as-a-Service (DaaS)
-Infrastructure-as-a-Service (IaaS)
, -Platform-as-a-Service (PaaS)
-Software-as-a-Service (SaaS)
-Storage-as-a-Service (STaaS) (e.g. Dropbox, Google Docs)
Service Management Systems
-Incident and Service Request Management
-Problem Management
-Change Management
-Configuration Management
-Asset Management
-Event Management
Knowledge Management Systems
Workforce Management Systems
Reporting Systems
Mobile Device Management
Describe the purpose of telephony systems for support - Correct Answers -The purpose
of telephony systems is to provide an interactive channel for phone communication,
Internet calling, mobile communication, faxing, voicemail, and video conferencing.
Telephony systems can be implemented via traditional wired systems, IT Telephone
systems, and VOIP systems.
Describe Automated Call Distributor (ACD) systems - Correct Answers -An ACD system
is a systems that distributes incoming contacts to support analysts. The main task of an
ACD system is to route calls to the appropriate analysts based on established business
rules. The systems includes hardware, lines, switches, and software
Explain the objective of workforce management - Correct Answers -The objective of
workforce management is on improving operational efficiency and managing the
workforce effectively while keeping overall costs at a minimum.
Workforce management systems are designed to effectively calculate and forecast
workload; and determine the optimal staffing to meet the business goals and objectives
while managing costs. These systems are designed to provide the analytics and
information such as adherence, availability, attendance, shrinkage, and utilization that
allow the organization to achieve their objectives.
Explain the objectives of reporting systems for a support organization - Correct Answers
-The objectives of reporting systems for a support organization allows the organization
to utilize the data and information available to make better decisions, quicker, and at
lower risk enabling the support organization to better contribute to the achievement of
UNIT 4 STUDY GUIDE
Identify common tools and technologies used in the support center - Correct Answers -
Telephony tools
-Automated Call Distribution (ACD)
-Automatic Voice Recognition (AVR)
-Interactive Voice Response (IVR)
-Voice-over Internet Protocol (VoIP)
-Computer Telephony Integration (CTI)
Collaboration Tools
-Knowledge Sharing Tools
-Instant Messagine
-Wikis
-Screen Sharing
-Digital Whiteboards
-Social Media messaging (e.g. Facebook, Twitter, Linkedin, Google+)
Remote Support Tools
-Remote Control
-Remote Collaboration
-Remote Administration
Monitoring and Alerting Tools
-Monitor boards (system/service status)
-Paging systems
-Real time messaging systems
Self-service technologies
Automated Remediation technologies
Social Media technologies
Cloud Services technologies - public, private, hybrid models
-Application-as-a-Service (AaaS)
-Desktop-as-a-Service (DaaS)
-Infrastructure-as-a-Service (IaaS)
, -Platform-as-a-Service (PaaS)
-Software-as-a-Service (SaaS)
-Storage-as-a-Service (STaaS) (e.g. Dropbox, Google Docs)
Service Management Systems
-Incident and Service Request Management
-Problem Management
-Change Management
-Configuration Management
-Asset Management
-Event Management
Knowledge Management Systems
Workforce Management Systems
Reporting Systems
Mobile Device Management
Describe the purpose of telephony systems for support - Correct Answers -The purpose
of telephony systems is to provide an interactive channel for phone communication,
Internet calling, mobile communication, faxing, voicemail, and video conferencing.
Telephony systems can be implemented via traditional wired systems, IT Telephone
systems, and VOIP systems.
Describe Automated Call Distributor (ACD) systems - Correct Answers -An ACD system
is a systems that distributes incoming contacts to support analysts. The main task of an
ACD system is to route calls to the appropriate analysts based on established business
rules. The systems includes hardware, lines, switches, and software
Explain the objective of workforce management - Correct Answers -The objective of
workforce management is on improving operational efficiency and managing the
workforce effectively while keeping overall costs at a minimum.
Workforce management systems are designed to effectively calculate and forecast
workload; and determine the optimal staffing to meet the business goals and objectives
while managing costs. These systems are designed to provide the analytics and
information such as adherence, availability, attendance, shrinkage, and utilization that
allow the organization to achieve their objectives.
Explain the objectives of reporting systems for a support organization - Correct Answers
-The objectives of reporting systems for a support organization allows the organization
to utilize the data and information available to make better decisions, quicker, and at
lower risk enabling the support organization to better contribute to the achievement of
