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HDI Support Center Analyst Self-Test Questions and Answers
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HDI Support Center Analyst Self-Test Questions and Answers
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HDI Support Center Analyst Self-TestQuestions and Answers
why is SLM important? Correct Ans-improve communication between levels
make sure customer expectations are achievable
identify areas for improvement
what are the SCA's responsibilities in the SLM process? Correct Ans-work within the
parameters of the service level
identify areas for improvement
explain the purpose of the Service Level Agreement Correct 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)
basic components of SLA Correct Ans-service description
stakeholder informatin
contact information
house of service
capacity targets
,priorities
metrics
escalation paths/procedures
costs of services
operational level agreement (OLA) Correct Ans-documents agreements between IT service
provideor and other parts of the organization -- defines roles/responsibilities/expectations
between internal groups
things to think about when setting priority levels Correct Ans-impact - number of users
affected, processes impacted
urgency - acceptable delay to user in resolving issue
underpinning contract (UC) Correct Ans-defines roles/responsibilities between service
provider and third parties (suppliers)
service catalog Correct Ans-a repository that contains info about IT deliverables, prices,
contact points, etc. document with information about all live IT services
basic components of a service catalog Correct Ans-vision and missions tatements
description of services
value of services
description of what business process the service supports/enables
,how to order/receive service
price
value of service catalog Correct Ans-supports sale and delivery of services
sets expectations
markets value of support center to rest of business
common service level management metrics Correct Ans-Performance to Service Level
Targets (SLTs)
-targets achieved and breached
business impact of service targets breached
customer satisfaction w/ services
what is the purpose of the Security Management process? Correct Ans-To assess risks,
protect information, and ensure confidentiality and integrity of information
Why is important to have security policies Correct Ans-Ensure legal complience, adderss
security w/ 3rd parties, and ensure security is designed into services
What is the responsibility of the SCA in the security management process? Correct Ans-to be
aware of and follow security policies, and know how to report security-related incidents
, types of security policies include... Correct Ans-unique login/password parameters
password reset requirements
reducing credit card info visibility
ID badge requirements
list types of data that should be protected Correct Ans-customer names/IDs
national ID numbers (SSNs)
financial information
personal information
credit card #s
why is it important to report security compromises? Correct Ans-protects the company and
customer
identifies offender & prevents re-occurrence
limits damange
helps resolve incidents
establishes effective security policies & procedures
why is confidentiality important? Correct Ans-protects customer/company from theft, info
abuse, embarrassment
ensures legal compliance
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