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HDI Support Center Manager Quiz & with Solutions
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HDI Support Center Manager Quiz & with Solutions
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HDI Support Center Manager Quiz & withSolutions
What is a benefit to an organization when a group of individuals work together effectively to
achieve an objective? Correct Ans-a. Performance results will exceed expectations.
b. Productivity and participation will be increased.
c. Projects can be initiated with fewer participants.
d. Severity of service interruptions will decrease
What is onsite support? Correct Ans-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
What is a common technology used by a support organization to provide support without
visiting the end user's location? Correct Ans-a. Audio recording
b. Broadcast alert
c. Remote control
d. Self-help system
What is a value provided by the support center to the organization it serves? Correct Ans-a.
Better IT governance
, b. Faster rate of IT change
c. Improved usage of IT resources
d. More efficient management of demand
If a change is released into an environment that is not ready and impacts the business
negatively, causing revenue loss, who is responsible? Correct Ans-a. Configuration
Management
b. Desktop Management
c. Release Management
d. Security 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? Correct Ans-a.
Knowledge
b. Operations
c. Service
d. Support
What is the purpose of the request fulfillment process? Correct Ans-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.
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