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HDI Support Center Team Lead Certification Preparation Exam 2024
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HDI Support Center Team Lead CertificationPreparation Exam 2024
What is the role of the support center in the organization today? -
ANSWER "1. Serve as a single-point-of- contact (SPOC).
2. Handle all incidents and service requests. - ANSWER ...
3. Execute the Incident Management and Request Fulfillment
processes. - ANSWER ...
4. Communicate with users in terms of providing information, advice,
and guidance." - ANSWER ...
The value of the support center to the organization is realized in: -
ANSWER "1. Improved customer service satisfaction with IT
Services.
2. Increased accessibility through a single operational point of
contact (SPOC). - ANSWER ...
3. Improved teamwork and communication - ANSWER ...
4. Enhanced focus and a proactive approach to service provisioning.
- ANSWER ...
5. Reduced negative impact on the business through improved
restoration times and reduction in interruptions leading to
improvement in business productivity. - ANSWER ...
Improved usage of IT support resources and increased productivity
of business personnel." - ANSWER ...
What are the benefits of the mature support center are: - ANSWER
"1. Multi-channel access and decreased costs.
2. Total contact ownership. - ANSWER ...
3. Improved analyst productivity through knowledge sharing. -
, ANSWER ...
4. Improved organizational productivity through SPOC response. -
ANSWER ...
5. Improved customer perception and personalized support." -
ANSWER ...
Successful Support Centers - ANSWER "1. Clear direction, decisive
management, inspiring leadershipl.
2. Vision and mission statements aligned with organization's
strategic direction. - ANSWER ...
3. Documented policies, regularly reviewed, and monitored. -
ANSWER ...
4. Roles and responsibilities defined for all positions. - ANSWER ...
5. Processes in place for determining resources necessary to
provide services. - ANSWER ...
6. Integrated service management processes in place, and regularly
reviewed. - ANSWER ...
7. Meets goals consistently. - ANSWER ...
8. Regular employee satisfaction measures in place. - ANSWER ...
9. Customer satisfaction measures include support performance. -
ANSWER ...
10. Performance results identified. - ANSWER ...
11. Quality assurance program in place. - ANSWER ...
12. Continual improvement program in place. - ANSWER ...
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