HDI Desktop Support Technician – Flashcards
110 test answers
Unlock all answers in this set
Unlock answers 110question
Automated Call Distributor (ACD)
answer
The telephone system used in call centers. Automatically answers, distributes calls and provides real-time/historical reports on these activities.
Unlock the answer
question
Availability
answer
Percentage of total time the technician is available to take incoming/outgoing calls. Used to measure staff productivity and utilization.
Unlock the answer
question
Average Handle Time (AHT):
answer
Talk time + after call work; used to develop staffing/ scheduling models.
Unlock the answer
question
Average Speed to Answer (ASA)
answer
Amount of time that a caller waits in the queue before the call is answered.
Unlock the answer
question
Best Practice
answer
A way of accomplishing a business function or process that is held to be superior to all other known methods.
Unlock the answer
question
Change
answer
The addition, modification or elimination of an authorized, planned or supporting service and its related documentation.
Unlock the answer
question
Change Management
answer
The primary objective is to enable beneficial change with minimum disruption to IT services. It's responsible for controlling the lifecycle of all changes.
Unlock the answer
question
Closed-Ended Questions
answer
Seeks "yes" "no" or limited responses. Used to validate or obtain specific information and to control a conversation.
Unlock the answer
question
Computer Telephone Integration (CTI)
answer
Integration of voice with data. Improves customer perception of support center while also improving call handling efficiency and accuracy.
Unlock the answer
question
Confidentiality
answer
Protects the customer and the company from, abuse of information and ensures legal compliance.
Unlock the answer
question
Configuration Item (CI)
answer
A component that is part of IT infrastructure and needs to be managed in order to deliver IT services ( hardware, software, and documentation).
Unlock the answer
question
Configuration Management Database (CMDB)
answer
A database which contains details about the attributes and history of each configuration item (CI)
Unlock the answer
question
Conscious Competence
answer
The individual know how to do something but it is not second nature.
Unlock the answer
question
Conscious Incompetence
answer
Individual recognize that they don't understand something
Unlock the answer
question
Continual Service Improvement (CSI)
answer
"The performance of the IT service provider is continually measured and improvements are made to processes, IT services, and IT infrastructure to increase efficiency, effectiveness, and cost effectiveness"
Unlock the answer
question
Cost per Incident:Lag Indicator
answer
Measure of the support center's cost-effectiveness - people, overhead and infrastructure.
Unlock the answer
question
Creative Thinking
answer
Is the ability to think outside the box. It is important because it helps DST identify points of failure and areas of improvement.
Unlock the answer
question
Customer
answer
Customers buys ($$) goods or services and defines, negotiate the SLA and agree to our service level targets.
Unlock the answer
question
Customer Competency
answer
Customer's ability to understand and perform a task
Unlock the answer
question
Customer Differentiating
answer
Understanding that 75% of customer satisfaction consists of meeting the customer's psychological needs and only 25% comes from meeting their business needs.
Unlock the answer
question
Customer Management (Benefits)
answer
1. Faster incident resolution times, 2.Increased level customer satisfaction, 3. Improve support center productivity, 4. Establish support center credibility, 5. Enhance support center image
Unlock the answer
question
Customer Satisfaction Level (Lag Indicator)
answer
Key measure of support center effectiveness.
Unlock the answer
question
Deductive Reasoning
answer
Is a step by step approach to problem solving focusing on the facts. Based on the process of elimination and used when the problem is familiar.
Unlock the answer
question
Drive-by
answer
Is an incident reported directly to the DST by the customer while the technician is on-site to solve another incident or for other purposes.
Unlock the answer
question
Incident Management: DST responsibilities
answer
1. Accept incident as required in OLA 2. Restore service within SLA 3. Update records in timely manner 4. Escalate incident if required.
Unlock the answer
question
Service Level Management (SLM): DST responsibility
answer
1. Identify where service can better meet the business needs 2.Work within the SLM and operational level agreement for resolving incidents and fulfilling request.
Unlock the answer
question
Emotional Hijack
answer
Preceived threat brought on by a change in brain chemistry that does not allow a person to think rationally - up to 18 minutes after event.
Unlock the answer
question
Emotional Intelligence
answer
The ability to recognize and manage the emotions you and others are feeling in order to create sincere relationships.
Unlock the answer
question
Empathy
answer
Identifying and understanding other's situations, feelings, and motives.
Unlock the answer
question
Filter
answer
Is an internal bias or personal viewpoint that can lead to miscommunication. Based on one's experiences, values, culture, education level, language difference, or geography.
Unlock the answer
question
First Contact Resolution (FCR) (Lead Indicator)
answer
The percentage at which an initial contact is resolved to the customer's satisfaction. Used to measure technician knowledge level and complexity of incidents.
Unlock the answer
question
Framework
answer
Basic conceptual stucture used to solve or address complex issues.
Unlock the answer
question
Functional Escalation
answer
Moving an incident laterally to a specialist more appropriate to the incident.
Unlock the answer
question
Hierarchical Escalation
answer
Moving incident upwards to a higher authority.
Unlock the answer
question
Organizational Policies
answer
Protect company from legal action while providing a framework for support center to deliver consistent service.
Unlock the answer
question
Incident
answer
An event that may cause, an interruption or reduction in service.
Unlock the answer
question
Incident Management
answer
The primary purpose is to restore service as quickly as possible and minimize the impact on business. To prevent the recurrence of event.
Unlock the answer
question
Incident Management benefits
answer
1. Minimizing impact to business, 2. Minimizing downtime for users, 3. Identifying training requirements for staff and users.
Unlock the answer
question
Incidents by Priority, Severity, and Type
answer
Used to determine whether issues are being handled in accordance with priority levels and escalation policies. Enables an assessment of trends and the identification of root causes.
Unlock the answer
question
Incidents Handled and Closed per DST (Lead Indicator)
answer
Number or incidents handled and closed by DST per day, week, month
Unlock the answer
question
Inductive Reasoning
answer
Based on intuition and is appropriate when the problem is unfamiliar (trial and error).
Unlock the answer
question
Information Technology Service Management (ITSM)
answer
A set of specialized capabilities for delivering value to customers in the form of services (uses ITIL as its framework).
Unlock the answer
question
Integrated Systems (IS)
answer
It's purpose is to reduce time, errors and to enable processes. It also increase efficiency and accuracy of information.
Unlock the answer
question
ITIL
answer
A framework for achieving IT service management through a set of best practice.
Unlock the answer
question
Knowledge Article
answer
A problem/solution document that is reusable and contains the customers experience.
Unlock the answer
question
Knowledge Management
answer
Managing an organization's knowledge as a resource. Also to improve the efficiency and effectiveness of other services through the capture, structure, reuse, and improvement of knowledge articles.
Unlock the answer
question
Knowledge-Centered Support (KCS)
answer
A principle-base methodology that seeks to improve knowledge in the support delivery process and is based on process, not technology.
Unlock the answer
question
Known Error
answer
An incident or problem for which the root cause is known and a temporary workaround or a permanent alternative has been identified.
Unlock the answer
question
Lag Indicator
answer
Follows an event.
Unlock the answer
question
Lead Indicator
answer
Useful in predicting the future events (i.e, hours spent working with customers, average handle time, etc.).
Unlock the answer
question
Managing customer's Hijack (phone/face-to-face)
answer
DST needs to understand that the customer is frustrated and may take that frustration out on them. To calm the customer the DST should create an environment of help by using words like "we" and "us".
Unlock the answer
question
Mean time to Resolve (MTTR) (Lead Indicator)
answer
The average time taken to repair a CI or IT service after a failure. Used to determine the time frame in which particular incidents are resolved. MTTR does not include the time required to recover or restore.
Unlock the answer
question
Mission of DST
answer
Provide technical support, resolve incidents and fulfill service requests.
Unlock the answer
question
Mission Statement
answer
A written summary that identifies an organization's purpose and reason for being.
Unlock the answer
question
Monitoring Programs
answer
The process of listening to a telephone calls for the purpose of maintaining quality and is the only way to understand the entire customer interaction. Monitoring can be: silent, side-by-side or record and review
Unlock the answer
question
Open-ended Questions
answer
Invites elaboration and is intended to draw out information.
Unlock the answer
question
Operational Level Agreement (OLA)
answer
An agreement between the internal support groups of an organizations describing the responsibiities of each group in supporting SLA.
Unlock the answer
question
Passiveness
answer
Demonstrates respect only for other's rights.
Unlock the answer
question
Policy
answer
Used to direct decisions and define what is or is not permitted within an organization. Policies also establishes expectations and limitations related to behavior.
Unlock the answer
question
Priority Levels
answer
Based on:1. Impact - the extent of deviationfrom the normal service levels 2. Urgency - the acceptable delay to user or business process in resolving the incident.
Unlock the answer
question
Problem
answer
Unknown cause of one or more incidents
Unlock the answer
question
Problem Management
answer
The process of minimizing the adverse impact of incidents and problems on the business.
Unlock the answer
question
Problem Management Process metrics a DST needs to know
answer
1. Number of incidents linked to problem, 2. Number of times workaround or fixes are used.
Unlock the answer
question
Procedure
answer
A documented set of steps required to produce a desired result.
Unlock the answer
question
Organizational Policies
answer
Provide clear boundaries from which to work. Set customer expectations and defines unacceptable employee behavior.
Unlock the answer
question
Quality Assurance
answer
Systematic way of ensuring all activities meet the requirements of the business and customer takes place as planned.
Unlock the answer
question
Release Management
answer
Ensure that the live environment is protected and that the correct components are released.
Unlock the answer
question
Repeat Dispatch per DST: Lead Indicator
answer
The number of visits made after an initial incident was closed. Used to determine whether incidents were handled properly on the initial visit.
Unlock the answer
question
Request Fulfillment
answer
Prioritize requests based on business goals, reducing downtime and cost via efficient. (The type of work that isn't an incident).
Unlock the answer
question
Request Fulfillment metrics (DST)
answer
1. Average time to resolve, 2. Customer satisfaction, 3. Desktop support performance to assigned service level targets.
Unlock the answer
question
Response Time (Lead Indicator)
answer
How long it takes a technician to respond to a customer's incident or service request. Use to determine how quickly incidents are being recognized and responded to by DST.
Unlock the answer
question
Root Cause Analysis
answer
Solving problems in a structured and organized manner to identify the underlying cause. Is critical to building an effective knowledge base, and solving a problem once instead of many times.
Unlock the answer
question
Screen-pop
answer
The capability of an ACD system to communicate with a database through CTI sofware so that information the caller appears on the analyt's screen as the same moment the caller is connected to that analyst.
Unlock the answer
question
Security Management
answer
Protect information assets against threats and ensure confidentiality, integrity and availability of the information assets
Unlock the answer
question
Self-Healing Technology
answer
A tool that automatically diagnoses software application problems and attempts to fix those problems and restore a system to a functioning state automatically, without human intervention.
Unlock the answer
question
Self-Service
answer
A web interface or logging system that allows customers to create tickets directly in service management software and resolve their incidents without the assistance of a support professional.
Unlock the answer
question
Service Asset and Configuration Management
answer
Is responsibe for protecting and ensuring the integrity of the information about the assets and configuration within the organization.
Unlock the answer
question
Service Catalog
answer
Defines the scope of what is supported and not supported within the organization. Customers use the service catalog to understand what IT services are available.
Unlock the answer
question
Service Design (ITIL)
answer
Designs new and changed services to meet business needs
Unlock the answer
question
Service Desk
answer
Service desk are a functional unit with specialized resources and capabilities. The single point of contact (SPOC) between the service provider and its users. Sometime refer to as support center.
Unlock the answer
question
Service level Agreement (SLA)
answer
A formal agreement between the customer(s) and the IT service provider, specifying service levels and the terms under which a service or a package of services are provided to the customer.
Unlock the answer
question
Service Level Management (SLM)
answer
The strategy of defining and maintaining required levels of IT services within the organization. Provide cost-effective delivery of IT services that are aligned to business requirements.
Unlock the answer
question
Service Level Management (SLM) benefits
answer
1. Improve communication via collaborative business-centric focus, 2. Manage customer expectations, 3. Identify areas for improvement, 4. Ensure organization is capable of meeting defined service levels.
Unlock the answer
question
Service Management Systems
answer
1. Incident and service request tracking, 2. Problem tracking, 3. Change Tracking, & 4. Configuration / Asset Management Systems
Unlock the answer
question
Service Operation (ITIL)
answer
Delivers and supports services in operation
Unlock the answer
question
Service Request
answer
A request from a user for information, standard change or access to an IT service.
Unlock the answer
question
Service Strategy (ITIL)
answer
Provides policy and Guidance
Unlock the answer
question
Service Transition (ITIL)
answer
Builds, tests, and prepares services for transition to live operations.
Unlock the answer
question
Sources of IT best practices (framework models)
answer
1. HDI, 2. ITIL, 3. KCS (Knowledge-Centered Support)
Unlock the answer
question
Standard Operating Procedures (SOP)
answer
How-To for day-to-day operation of the Support Center. The manual contains policies, procedures, call escalation charts, contact lists, supported environments, and service level agreements.
Unlock the answer
question
Stress
answer
A reaction to change (positive or negative).
Unlock the answer
question
The purpose of Best Practice in the service management environment.
answer
To achieve better business results by utilizing proven industry practices.
Unlock the answer
question
The Support Center and Desktop Support is typically responsible for the following processes.
answer
1. Incident Management, 2. Request Fulfillment, 3. Access Management, 4. Knowledge Management
Unlock the answer
question
The three major components of Emotional Intelligence are:
answer
1. Self-awareness, 2. Emotional Managements of self and others, 3. Emotinal Connection (S.E.E)
Unlock the answer
question
Unconscious Competence
answer
The individual know how to do something and its second nature.
Unlock the answer
question
Unconscious Incompetence
answer
This individual is unaware that they neither understand or knows how to do something.
Unlock the answer
question
Underpinning Contact (UC)
answer
Legal contract with third parties who will provide support to the organization. It defines the roles, responsibilities, and expectations between those parties to ensure alignment to the SLA.
Unlock the answer
question
User
answer
The person who uses the IT services on a day-to-day basis.
Unlock the answer
question
Warm Transfer
answer
When transferring a call, verify that the receiving party is available and connect the customer via a three-way.
Unlock the answer
question
Why documenting processeses/procedures are important
answer
1. Helps ensure consistent service, 2. Encourage adherence to policies and procedures, 3. Enables continuous improvement over time
Unlock the answer
question
Why escalate incident/service request
answer
1. You have exhausted your resources, 2. Impact to customer's business is high/critical, 3. SLA dictates an escalation
Unlock the answer
question
Why is Emotional Intelligence important to the role of the desktop support technician?
answer
Emotional Intelligence is important because it helps the DST understand a customer's emotional as well as business need.
Unlock the answer
question
Why Log all incidents or service requests
answer
1. Creates an audit trail, 2. Provides trending information, 3. Provides reusable content for KB, 4. Provides data for root cause analysis
Unlock the answer
question
Services
answer
Means of delivering value to customers without requiring the customer to own specific costs and risks.
Unlock the answer
question
Service Management
answer
A set of specialized capabilities for delivering value to customers in the form of services. ITIL is a framework for IT Service Management.
Unlock the answer
question
Customer Management
answer
Encompasses all the systems, processes and applications needed to manage the customer relationship.
Unlock the answer
