HDI Desktop Support Technician
Exam/110 Complete Q’s and A’s
Abandon Before Answer (ABA) - -The percentage of total calls received
where callers hang up or leave the queue before reaching a support team
member
- Access Management - -Manage access requests in a manner that meets
the business needs. Access management procedures are based on the
security and availability policies.
- Aggressiveness - -Demonstrates a disregard for the rights of others.
- Assertiveness - -Demonstrates knowledge of your right and the rights of
others.
- Automated Call Distributor (ACD) - -The telephone system used in call
centers. Automatically answers, distributes calls and provides
real-time/historical reports on these activities.
- Availability - -Percentage of total time the technician is available to take
incoming/outgoing calls. Used to measure staff productivity and utilization.
- Average Handle Time (AHT): - -Talk time + after call work; used to develop
staffing/ scheduling models.
- Average Speed to Answer (ASA) - -Amount of time that a caller waits in the
queue before the call is answered.
- Best Practice - -A way of accomplishing a business function or process that
is held to be superior to all other known methods.
- Change - -The addition, modification or elimination of an authorized,
planned or supporting service and its related documentation.
- Change Management - -The primary objective is to enable beneficial
change with minimum disruption to IT services. It's responsible for
controlling the lifecycle of all changes.
- Closed-Ended Questions - -Seeks "yes" "no" or limited responses. Used to
validate or obtain specific information and to control a conversation.
, - Computer Telephone Integration (CTI) - -Integration of voice with data.
Improves customer perception of support center while also improving call
handling efficiency and accuracy.
- Confidentiality - -Protects the customer and the company from, abuse of
information and ensures legal compliance.
- Configuration Item (CI) - -A component that is part of IT infrastructure and
needs to be managed in order to deliver IT services ( hardware, software,
and documentation).
- Configuration Management Database (CMDB) - -A database which contains
details about the attributes and history of each configuration item (CI)
- Conscious Competence - -The individual know how to do something but it
is not second nature.
- Conscious Incompetence - -Individual recognize that they don't
understand something
- Continual Service Improvement (CSI) - -"The performance of the IT service
provider is continually measured and improvements are made to processes,
IT services, and IT infrastructure to increase efficiency, effectiveness, and
cost effectiveness"
- Cost per Incident:Lag Indicator - -Measure of the support center's cost-
effectiveness - people, overhead and infrastructure.
- Creative Thinking - -Is the ability to think outside the box. It is important
because it helps DST identify points of failure and areas of improvement.
- Customer - -Customers buys ($$) goods or services and defines, negotiate
the SLA and agree to our service level targets.
- Customer Competency - -Customer's ability to understand and perform a
task
- Customer Differentiating - -Understanding that 75% of customer
satisfaction consists of meeting the customer's psychological needs and only
25% comes from meeting their business needs.
- Customer Management (Benefits) - -1. Faster incident resolution times,
2.Increased level customer satisfaction, 3. Improve support center
productivity, 4. Establish support center credibility, 5. Enhance support
center image
Exam/110 Complete Q’s and A’s
Abandon Before Answer (ABA) - -The percentage of total calls received
where callers hang up or leave the queue before reaching a support team
member
- Access Management - -Manage access requests in a manner that meets
the business needs. Access management procedures are based on the
security and availability policies.
- Aggressiveness - -Demonstrates a disregard for the rights of others.
- Assertiveness - -Demonstrates knowledge of your right and the rights of
others.
- Automated Call Distributor (ACD) - -The telephone system used in call
centers. Automatically answers, distributes calls and provides
real-time/historical reports on these activities.
- Availability - -Percentage of total time the technician is available to take
incoming/outgoing calls. Used to measure staff productivity and utilization.
- Average Handle Time (AHT): - -Talk time + after call work; used to develop
staffing/ scheduling models.
- Average Speed to Answer (ASA) - -Amount of time that a caller waits in the
queue before the call is answered.
- Best Practice - -A way of accomplishing a business function or process that
is held to be superior to all other known methods.
- Change - -The addition, modification or elimination of an authorized,
planned or supporting service and its related documentation.
- Change Management - -The primary objective is to enable beneficial
change with minimum disruption to IT services. It's responsible for
controlling the lifecycle of all changes.
- Closed-Ended Questions - -Seeks "yes" "no" or limited responses. Used to
validate or obtain specific information and to control a conversation.
, - Computer Telephone Integration (CTI) - -Integration of voice with data.
Improves customer perception of support center while also improving call
handling efficiency and accuracy.
- Confidentiality - -Protects the customer and the company from, abuse of
information and ensures legal compliance.
- Configuration Item (CI) - -A component that is part of IT infrastructure and
needs to be managed in order to deliver IT services ( hardware, software,
and documentation).
- Configuration Management Database (CMDB) - -A database which contains
details about the attributes and history of each configuration item (CI)
- Conscious Competence - -The individual know how to do something but it
is not second nature.
- Conscious Incompetence - -Individual recognize that they don't
understand something
- Continual Service Improvement (CSI) - -"The performance of the IT service
provider is continually measured and improvements are made to processes,
IT services, and IT infrastructure to increase efficiency, effectiveness, and
cost effectiveness"
- Cost per Incident:Lag Indicator - -Measure of the support center's cost-
effectiveness - people, overhead and infrastructure.
- Creative Thinking - -Is the ability to think outside the box. It is important
because it helps DST identify points of failure and areas of improvement.
- Customer - -Customers buys ($$) goods or services and defines, negotiate
the SLA and agree to our service level targets.
- Customer Competency - -Customer's ability to understand and perform a
task
- Customer Differentiating - -Understanding that 75% of customer
satisfaction consists of meeting the customer's psychological needs and only
25% comes from meeting their business needs.
- Customer Management (Benefits) - -1. Faster incident resolution times,
2.Increased level customer satisfaction, 3. Improve support center
productivity, 4. Establish support center credibility, 5. Enhance support
center image
