HDI Certified questions well answered already passed

HDI Certified questions well answered
already passed

Service Request - ANS ✔A request from a user for information, advice, a standard change, or
access to an IT service



Knowledge Centered Support - ANS ✔A set of practices and processes that focus on knowledge
as a key asset



Passive - ANS ✔Demonstrates respect only for others' rights (disregard for self); can cause
elevated stress levels



Aggressive - ANS ✔Demonstrates a disregard for the rights of others; results in confrontation



Assertive - ANS ✔Demonstrates knowledge of your rights and the rights of others; Healthiest
attitude



Operational Level Agreement (OLA) - ANS ✔An agreement between the support center and
other areas of the organization which support the delivery of services to the business



Underpinning Contract (UC) - ANS ✔defines the roles, responsibilities and expectations
between those third parties (suppliers) and the service provider.



Service Catalog - ANS ✔Information about what services are available within the organization.
Including descriptions, prices, and the value of services