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HDI Support Center Analyst- Test Questions & Answers
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HDI Support Center Analyst- Test Questions & Answers
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HDI Support Center Analyst- TestQuestions & Answers
What are OLAs for? Correct Ans-Organization Level Agreement
OLAs are designed to address and solve the problem of IT silos by setting forth a specific set of
criteria and defining the specific set of IT services that each department is responsible for.
Organizational Policies Correct Ans-A document that defines clearly what is and what is not
permitted within an organization.
The do's and don'ts.
Private Branch Exchange (PBX) Correct Ans-A telephone exchange or switching system that
serves a private organization and performs concentration of central office lines or trunks and
provides intercommunication between a large number of telephone stations in the organization.
Rapport Correct Ans-A close and harmonious relationship in which the people or groups
concerned understand each other's feelings or ideas and communicate well.
Service Design Correct Ans-Part of the ITIL service lifecycle concept. Designs new and
changed services to meet business needs.
Service Desk Correct Ans-A functional unit with specialized resources and capabilities.
Sometimes known as the support center.
, SLA Correct Ans-Service Level Agreement -- An SLA is a contract between a service provider
and a customer that specifies what services the service provider will furnish.
SLM Correct Ans-Service Level Management -- The Process responsible for negotiating
Service Level Agreements, and ensuring that these are met.
Responsible for ensuring that all IT Service Management Processes, Operational Level
Agreements (OLAs), and Underpinning Contracts, are appropriate for the agreed Service Level
Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews.
SMS (Service Management Systems) Correct Ans-An automated system that tracks incidents,
services, service-level management, and automated workflows.
Service Operation Correct Ans-Part of the ITIL service lifecycle concept. Delivers and
supports services in operation.
Service Request Correct Ans-A request from a User for information, or advice, or for a
Standard Change or for Access to an IT Service. For example, a password reset.
Service Strategy Correct Ans-Part of the ITIL service lifecycle concept. Provides policy and
guidance.
Service Transition Correct Ans-Part of the ITIL service lifecycle concept. Builds, tests, and
prepares services for transition to live operations.
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