HDI Support Center Manager EXAM LATEST
UPDATED VERSION QUESTIONS AND VERIFIED
CORRECT ANSWERS JUST RELEASED
What is onsite support?
a. Asking an end user to come to the support center
b. Going to an end user's location to provide support
c. Having a central location that end users can visit
d. Using remote control to support virtual end users - answer>>>b. Going to an end user's
location to provide support
What is a common technology used by a support organization to provide support without
visiting the end user's location?
a. Audio recording
b. Broadcast alert
c. Remote control
d. Self-help system - answer>>>c. Remote control
What is a value provided by the support center to the organization it serves?
a. Better IT governance
b. Faster rate of IT change
c. Improved usage of IT resources
d. More efficient management of demand - answer>>>c. Improved usage of IT resources
,If a change is released into an environment that is not ready and impacts the business
negatively, causing revenue loss, who is responsible?
a. Configuration Management
b. Desktop Management
c. Release Management
d. Security Management - answer>>>c. Release Management
The ITIL framework is structured around a lifecycle approach that provides inputs and
outputs in each of five lifecycle phases. What lifecycle is ITIL structured around?
a. Knowledge
b. Operations
c. Service
d. Support - answer>>>c. Service
What is the purpose of the request fulfillment process?
a. Ensure change requests are routed timely
b. Handle service requests from end users
c. Verify the service level agreement is met
d. Properly track all status update inquiries - answer>>>b. Handle service requests from
end users
What is the definition of a problem?
,a. A change that must be implemented as soon as possible
b. An incident for which a workaround has been identified
c. An unexpected and unplanned interruption to a service
d. The cause of one or more incidents - answer>>>d. The cause of one or more incidents
Which is the most important reason for implementing service level management?
a. Improved relationships between support and the business
b. Improved retention within your center and desktop support
c. Reduced expectations with regards to the business/customer
d. Reduced measurable target metric resource failures - answer>>>a. Improved
relationships between support and the business
What is the purpose of an Operational Level Agreement (OLA)?
a. To define cost of services between internal groups
b. To define expectations between internal IT groups
c. To define the business' needs and user expectations
d. To define vendor expectations and SLA alignment - answer>>>b. To define
expectations between internal IT groups
What should you be able to find for every service in a service catalog?
a. Name and description
b. Related components
c. Return on investment
, d. Upcoming changes - answer>>>a. Name and description
What process provides defined procedures and guidelines for granting of rights to
systems and tools in a manner that complies with security requirements?
a. Access management
b. Event management
c. Request management
d. Security management - answer>>>a. Access management
What is a standard measure against which the success of a project can be assessed?
a. Average
b. Baseline
c. Benchmark
d. Litmus test - answer>>>b. Baseline
What is the most effective method for measuring overall customer satisfaction with the
quality of support provided by the support center?
a. Annual customer survey
b. Bi-directional feedback
c. Ongoing incident survey
d. Ticket quality monitoring - answer>>>a. Annual customer survey
What are the four "D's" (4D) of time management?
UPDATED VERSION QUESTIONS AND VERIFIED
CORRECT ANSWERS JUST RELEASED
What is onsite support?
a. Asking an end user to come to the support center
b. Going to an end user's location to provide support
c. Having a central location that end users can visit
d. Using remote control to support virtual end users - answer>>>b. Going to an end user's
location to provide support
What is a common technology used by a support organization to provide support without
visiting the end user's location?
a. Audio recording
b. Broadcast alert
c. Remote control
d. Self-help system - answer>>>c. Remote control
What is a value provided by the support center to the organization it serves?
a. Better IT governance
b. Faster rate of IT change
c. Improved usage of IT resources
d. More efficient management of demand - answer>>>c. Improved usage of IT resources
,If a change is released into an environment that is not ready and impacts the business
negatively, causing revenue loss, who is responsible?
a. Configuration Management
b. Desktop Management
c. Release Management
d. Security Management - answer>>>c. Release Management
The ITIL framework is structured around a lifecycle approach that provides inputs and
outputs in each of five lifecycle phases. What lifecycle is ITIL structured around?
a. Knowledge
b. Operations
c. Service
d. Support - answer>>>c. Service
What is the purpose of the request fulfillment process?
a. Ensure change requests are routed timely
b. Handle service requests from end users
c. Verify the service level agreement is met
d. Properly track all status update inquiries - answer>>>b. Handle service requests from
end users
What is the definition of a problem?
,a. A change that must be implemented as soon as possible
b. An incident for which a workaround has been identified
c. An unexpected and unplanned interruption to a service
d. The cause of one or more incidents - answer>>>d. The cause of one or more incidents
Which is the most important reason for implementing service level management?
a. Improved relationships between support and the business
b. Improved retention within your center and desktop support
c. Reduced expectations with regards to the business/customer
d. Reduced measurable target metric resource failures - answer>>>a. Improved
relationships between support and the business
What is the purpose of an Operational Level Agreement (OLA)?
a. To define cost of services between internal groups
b. To define expectations between internal IT groups
c. To define the business' needs and user expectations
d. To define vendor expectations and SLA alignment - answer>>>b. To define
expectations between internal IT groups
What should you be able to find for every service in a service catalog?
a. Name and description
b. Related components
c. Return on investment
, d. Upcoming changes - answer>>>a. Name and description
What process provides defined procedures and guidelines for granting of rights to
systems and tools in a manner that complies with security requirements?
a. Access management
b. Event management
c. Request management
d. Security management - answer>>>a. Access management
What is a standard measure against which the success of a project can be assessed?
a. Average
b. Baseline
c. Benchmark
d. Litmus test - answer>>>b. Baseline
What is the most effective method for measuring overall customer satisfaction with the
quality of support provided by the support center?
a. Annual customer survey
b. Bi-directional feedback
c. Ongoing incident survey
d. Ticket quality monitoring - answer>>>a. Annual customer survey
What are the four "D's" (4D) of time management?
