Hdi Support Center Analyst Self-Test | 155 Questions And Answers Already Graded A+

Describe desktop support {Ans: Coming to a user's desk to respond.}what step in the ITIL lifecycle is service operation and what is it for? {Ans: 4; supports and delivers services in operation}What are the characteristics of a team? {Ans: Work together, assist each other Listen to one another Share ideas Suport one another Respect team members' abilities Behave courteously to one another}common service level management metrics {Ans: Performance to Service Level Targets (SLTs) -targets achieved and breached business impact of service targets breached customer satisfaction w/ services}why is SLM important? {Ans: improve communication between levels make sure customer expectations are achievable identify areas for improvement}explain the responsibilities of the support center analyst in respect to ITSM best practices {Ans: understand what they are and how to to use them}explain the purpose of the Service Level Agreement {Ans: ensure the level of service provided meets business needs sets & manages customer expectations ensures that internal organizations and third parties understand level of service required bia Operating Level Agreements (OLAs) and Underpinning contracts (UCs)}what step in the ITIL lifecycle is service transition and what is it for? {Ans: 3; builds/tests/prepares services for transition into