[HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
Question 1. **Which of the following best describes the primary shift in the role of a Desktop
Advanced Support Technician over the past decade?**
A) Focus solely on hardware repairs
B) Acting as a trusted advisor to business units
C) Managing only software updates
D) Providing only remote assistance
Answer: B
Explanation: The role has evolved from reactive hardware maintenance to proactively advising
business units on technology alignment, thereby influencing productivity and strategic
outcomes.
Question 2. **In the Advanced Support Maturity Model, which level indicates that support
processes are fully measured, analyzed, and continuously improved?**
A) Reactive
B) Defined
C) Managed
D) Optimizing
Answer: D
Explanation: The Optimizing level represents a mature support organization that uses metrics to
drive ongoing process refinement.
Question 3. **A Service Level Agreement (SLA) primarily defines which of the following?**
A) Internal team responsibilities
B) Business‑owner expectations for response and resolution times
C) Hardware procurement procedures
D) Security policy enforcement
Answer: B
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
Explanation: SLAs are contracts with the business that specify target response and resolution
times for services.
Question 4. **Which document is most appropriate for detailing step‑by‑step actions a
technician must follow when resetting a user password?**
A) Service Level Agreement (SLA)
B) Operational Level Agreement (OLA)
C) Standard Operating Procedure (SOP)
D) Change Request Form
Answer: C
Explanation: SOPs capture detailed, repeatable procedures for routine tasks such as password
resets.
Question 5. **An Operational Level Agreement (OLA) typically governs the relationship between
which parties?**
A) End users and the support desk
B) Desktop support and the network team
C) Vendor and the organization
D) HR and IT security
Answer: B
Explanation: OLAs define internal service expectations and responsibilities between different IT
functional groups.
Question 6. **During incident management, what is the correct order of the first three activities
in the ITIL lifecycle?**
A) Detection, Logging, Classification
B) Logging, Diagnosis, Resolution
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
C) Detection, Logging, Prioritization
D) Identification, Escalation, Closure
Answer: C
Explanation: Incidents are first detected, then logged, and subsequently prioritized based on
impact and urgency.
Question 7. **When an incident’s impact is high but urgency is low, the appropriate priority
should be:**
A) Critical
B) High
C) Medium
D) Low
Answer: B
Explanation: Priority is derived from the combination of impact and urgency; high impact
elevates priority even if urgency is low.
Question 8. **Which of the following is a key benefit of using a knowledge base for
self‑service?**
A) Reducing the number of SLAs
B) Eliminating the need for any human support staff
C) Empowering users to resolve common issues quickly
D) Increasing ticket volume for reporting purposes
Answer: C
Explanation: A well‑maintained knowledge base allows users to find solutions themselves,
reducing ticket volume and improving satisfaction.
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
Question 9. **In the context of remote support tools, which security practice is most critical to
protect user data?**
A) Using default administrator credentials
B) Enabling end‑to‑end encryption for the session
C) Disabling multi‑factor authentication on the support console
D) Allowing unattended access without user consent
Answer: B
Explanation: End‑to‑end encryption ensures that data transmitted during a remote session
cannot be intercepted.
Question 10. **Which of the following best defines “Least Privilege” in identity and access
management?**
A) Giving every user administrator rights
B) Assigning users only the permissions required to perform their job functions
C) Allowing users to share credentials for convenience
D) Removing all access rights from new employees until a manager approves
Answer: B
Explanation: Least Privilege limits users to the minimum permissions necessary, reducing
security risk.
Question 11. **Multi‑Factor Authentication (MFA) typically combines which types of factors?**
A) Knowledge, possession, and inherence
B) Password, username, and email address
C) IP address, MAC address, and hostname
D) Role, department, and seniority
Answer: A
Technician HDI DAST Certification Review Guide
Question 1. **Which of the following best describes the primary shift in the role of a Desktop
Advanced Support Technician over the past decade?**
A) Focus solely on hardware repairs
B) Acting as a trusted advisor to business units
C) Managing only software updates
D) Providing only remote assistance
Answer: B
Explanation: The role has evolved from reactive hardware maintenance to proactively advising
business units on technology alignment, thereby influencing productivity and strategic
outcomes.
Question 2. **In the Advanced Support Maturity Model, which level indicates that support
processes are fully measured, analyzed, and continuously improved?**
A) Reactive
B) Defined
C) Managed
D) Optimizing
Answer: D
Explanation: The Optimizing level represents a mature support organization that uses metrics to
drive ongoing process refinement.
Question 3. **A Service Level Agreement (SLA) primarily defines which of the following?**
A) Internal team responsibilities
B) Business‑owner expectations for response and resolution times
C) Hardware procurement procedures
D) Security policy enforcement
Answer: B
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
Explanation: SLAs are contracts with the business that specify target response and resolution
times for services.
Question 4. **Which document is most appropriate for detailing step‑by‑step actions a
technician must follow when resetting a user password?**
A) Service Level Agreement (SLA)
B) Operational Level Agreement (OLA)
C) Standard Operating Procedure (SOP)
D) Change Request Form
Answer: C
Explanation: SOPs capture detailed, repeatable procedures for routine tasks such as password
resets.
Question 5. **An Operational Level Agreement (OLA) typically governs the relationship between
which parties?**
A) End users and the support desk
B) Desktop support and the network team
C) Vendor and the organization
D) HR and IT security
Answer: B
Explanation: OLAs define internal service expectations and responsibilities between different IT
functional groups.
Question 6. **During incident management, what is the correct order of the first three activities
in the ITIL lifecycle?**
A) Detection, Logging, Classification
B) Logging, Diagnosis, Resolution
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
C) Detection, Logging, Prioritization
D) Identification, Escalation, Closure
Answer: C
Explanation: Incidents are first detected, then logged, and subsequently prioritized based on
impact and urgency.
Question 7. **When an incident’s impact is high but urgency is low, the appropriate priority
should be:**
A) Critical
B) High
C) Medium
D) Low
Answer: B
Explanation: Priority is derived from the combination of impact and urgency; high impact
elevates priority even if urgency is low.
Question 8. **Which of the following is a key benefit of using a knowledge base for
self‑service?**
A) Reducing the number of SLAs
B) Eliminating the need for any human support staff
C) Empowering users to resolve common issues quickly
D) Increasing ticket volume for reporting purposes
Answer: C
Explanation: A well‑maintained knowledge base allows users to find solutions themselves,
reducing ticket volume and improving satisfaction.
, [HDIDAST] HDI Desktop Advanced Support
Technician HDI DAST Certification Review Guide
Question 9. **In the context of remote support tools, which security practice is most critical to
protect user data?**
A) Using default administrator credentials
B) Enabling end‑to‑end encryption for the session
C) Disabling multi‑factor authentication on the support console
D) Allowing unattended access without user consent
Answer: B
Explanation: End‑to‑end encryption ensures that data transmitted during a remote session
cannot be intercepted.
Question 10. **Which of the following best defines “Least Privilege” in identity and access
management?**
A) Giving every user administrator rights
B) Assigning users only the permissions required to perform their job functions
C) Allowing users to share credentials for convenience
D) Removing all access rights from new employees until a manager approves
Answer: B
Explanation: Least Privilege limits users to the minimum permissions necessary, reducing
security risk.
Question 11. **Multi‑Factor Authentication (MFA) typically combines which types of factors?**
A) Knowledge, possession, and inherence
B) Password, username, and email address
C) IP address, MAC address, and hostname
D) Role, department, and seniority
Answer: A
