Hdi desktop support Study guides, Class notes & Summaries

HDI Desktop Advanced Support Technician (HDI-DAST)

HDI SCA Study Guide 2022 with complete solution If the first contact resolution rate is not as high as expected, what could be the result? Loss of productivity of the customer What is a benefit of using performance measurements in the service and support center? Provides indicators for how well individual support center analysts and teams are doing security policies should be apart of? Processes and procedures What information does NOT need to be documented during every contact with a c...

Service Management Systems - 1. Incident and service request tracking, 2. Problem tracking, 3. Change Tracking, & 4. Configuration / Asset Management Systems Service Transition (ITIL) - Builds, tests, and prepares services for transition to live operations. Service Operation (ITIL) - Delivers and supports services in operation Service Strategy (ITIL) - Provides policy and Guidance incident management - The primary purpose is to restore service as quickly as possible and minimize the impa...

HDI SCA Study Guide 2022 with complete solution If the first contact resolution rate is not as high as expected, what could be the result? Loss of productivity of the customer What is a benefit of using performance measurements in the service and support center? Provides indicators for how well individual support center analysts and teams are doing security policies should be apart of? Processes and procedures What information does NOT need to be documented during every contact with a c...

HDI SCA Study Guide 2022 with complete solution If the first contact resolution rate is not as high as expected, what could be the result? Loss of productivity of the customer What is a benefit of using performance measurements in the service and support center? Provides indicators for how well individual support center analysts and teams are doing security policies should be apart of? Processes and procedures What information does NOT need to be documented during every contact with a c...