Exam (elaborations)
HDI Desktop Advanced Support Technician
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HDI Desktop Advanced Support Technician
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HDI Desktop Advanced Support Technician (HDI-DAST) Exam
Catch and dispatch operation - ANSWER Taking calls and than dispatching
desktop technician for resolution
Sneaker support - ANSWER Inserting floppy disk after floppy disk, upgrading each
individual machine
When did the World Wide Web emerge? - ANSWER 1991
What operating systems did users shift from during the dot-com boom? - ANSWER
MS-DOS to Windows OS
What became available for remote management during the dot-com boom? -
ANSWER Remote management
What is SPOC - ANSWER Signle Point of contact.
Centralizing Communication and streamlining processes
What is the impact of remote control? - ANSWER Reducing travel time,
allowing service desk to take on more tasks, allows support to focus on diagnosis
and resolution.
what allowed web-based service desk software to be created - ANSWER Self-
service portals and automatic ticket creation
When were the first smartphones introduced - ANSWER 2007
What is BYOD - ANSWER Bring-your-own-device (BYOD) is a policy that allows
employees to bring their own personal mobile devices to work and use those devices
to connect to (or through) the company network to business resources and/or the
Internet. Although BYOD may improve employee morale and job satisfaction, it
increases security risk to the organization.
What is MDM - ANSWER Mobile Device Management
What is a stakeholder? - ANSWER any group or individual who contact the support
center for serivce or support, and whose role is necessary for the business to
succeed
Name all 5 types of stakeholders - ANSWER 1. User
2. customer
3. product or service owners
4. employees
5. partners
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