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QQ0-200 - HDI Qualified Help Desk Senior Analyst - Dump Information

Vendor : HDI
Exam Code : QQ0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
Questions and Answers : 138 Q & A
Updated On : February 20, 2019
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QQ0-200 Questions and Answers

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QQ0-200 HDI Qualified Help Desk Senior Analyst

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QQ0-200 exam Dumps Source : HDI Qualified Help Desk Senior Analyst

Test Code : QQ0-200
Test Name : HDI Qualified Help Desk Senior Analyst
Vendor Name : HDI
Q&A : 138 Real Questions

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HDI HDI Qualified Help Desk

Jeff Rumburg of MetricNet selected as an HDI Featured Contributor for 2019 | killexams.com Real Questions and Pass4sure dumps

INCLINE VILLAGE, Nev., February 14, 2019 (Newswire.com) - ​​For the 2nd consecutive 12 months, Jeff Rumburg, Managing companion of MetricNet, LLC, changed into selected as certainly one of HDI’s Featured Contributors. As a featured contributor, Mr. Rumburg will improve unique content for HDI’s SupportWorld ebook. HDI's SupportWorld helps IT provider and assist specialists become consultants in their container by sharing most reliable practices and strategic insights for managing individuals, process and technology.  

“I have had the respect and pleasure of working closely with many of this yr’s featured contributors during the last 30 years.” noted Jeff Rumburg. “they're dedicated to helping technical provider and assist experts excel of their jobs and boost their careers.”

Jeff Rumburg’s contributed content material will cover subject matters such because the metrics hierarchy, a process improvement framework developed by means of MetricNet, which illustrates the sequence of premiere practices that must be mastered for a support company to harness the whole expertise of carrier and guide KPIs. All content developed for HDI’s SupportWorld publication will contain MetricNet’s floor-breaking research, efficiency information, and ideal practices from the industry’s right performers.

Mr. Rumburg is the winner of the Ron Muns Lifetime achievement Award, changed into named to HDI’s excellent 25 notion Leaders listing for 3 consecutive years, and has served on HDI’s Strategic Advisory Board. he is co-founder and Managing companion of MetricNet, LLC, where he is answerable for global method, product development, and customer engagement start. As a number one knowledgeable in benchmarking and re-engineering, Mr. Rumburg authored a premier- promoting publication on benchmarking, and has been retained as a benchmarking skilled by means of such iconic agencies as American specific, USAA, Coca Cola, and Emory Healthcare.

if you want more counsel about benchmarking your service and guide services, please visit http://www.metricnet.com or electronic mail MetricNet at info(at)metricnet(dot)com.

About MetricNet

MetricNet is the world chief in IT provider and aid benchmarking. greater than half of the FORTUNE 500 rely on MetricNet benchmarks to enrich and optimize their efficiency. MetricNet is the first, and nonetheless the handiest company to offer downloadable carrier desk and computer guide benchmarks from their web page. With a global benchmarking database of pretty much 4,000 IT provider and help benchmarks, MetricNet has the most finished database of method and performance metrics within the trade.

About HDI

For over 30 years, HDI has partnered with hundreds of businesses to improve their customer provider and service management efficiency by way of teaching their people, elevating their processes, and empowering their strategy. From C-stage specialists to administrators, managers, and frontline workforce, HDI is the definitive source of industry counsel, leadership and efficiency planning. through routine, certification and working towards, consulting, membership and industry materials, HDI goals to seriously change carrier and assist organizations and reimagine their method to providing brilliant provider and value. be taught more at www.ThinkHDI.com. HDI is organized through UBM, which in June 2018 combined with Informa PLC to become a leading B2B assistance capabilities neighborhood and the largest B2B activities organizer on this planet.

To be taught extra and for the latest information and advice, consult with www.ubm.com and www.informa.com.

supply: MetricNet, LLC


UL office health & security Achieves 2014 help Desk Institute crew Certification Award | killexams.com Real Questions and Pass4sure dumps

FRANKLIN, TN--(Marketwired - Jun 30, 2014) - UL workplace fitness & protection, the industry's main issuer of place of work health and security options, these days announced that it has met the requirements and qualified for the 2014 help Desk Institute (HDI) team licensed Award. HDI is a world expert affiliation and certification physique for the technical service and guide business. The association produces publications and analysis, hosts movements and certifies and trains thousands of specialists every year.

"UL workplace health & defense is committed to providing advanced consumer provider to our customers," spoke of invoice Grana, president of UL office health & protection. "Our guide staff continuously works to enrich our client service operations. they are crucial extensions of our consumers' groups, and essential contributors to our capability to support protect the smartly-being of people and operations of groups all over the world. we are so blissful to have their efforts recognized through the support Desk Institute."

The HDI 2014 team certified Award recognizes a group for its commitment to carrier excellence in the course of the adoption of premiere practices and the acquisition of more advantageous advantage and capabilities. To qualify for the award, at least eighty % of an organization's help group ought to complete the rigorous HDI certification manner. These specialists assist leaders in fitness, defense and compliance across industries create more healthy, safer and extra successful workplaces. 

About UL place of work health & protection UL office health & protection empowers agencies to protect the well-being of worker's, be sure organizational compliance and peace of intellect and pressure measurable business development. more than 2,000 organizations in over 20 major industries, together with manufacturing, healthcare, pharmaceutical and lifestyles sciences, construction and energy, believe UL's workplace health & safeguard equipment to fulfill their expanding wants. To gain knowledge of more, discuss with www.ULWorkplace.com or name 888.202.3016.

About UL UL is a premier global impartial security science business that has championed growth for 120 years. Its more than 10,000 gurus are guided by means of the UL mission to promote safe working and dwelling environments for all individuals. UL makes use of research and requisites to consistently strengthen and meet ever-evolving safety wants. We companion with agencies, producers, exchange associations and overseas regulatory authorities to deliver solutions to a extra complicated global give chain. For extra suggestions about our certification, trying out, inspection, advisory and training capabilities, consult with http://www.ul.com.


HDI Launches New consumer service consultant Certification and Preparatory practicing course | killexams.com Real Questions and Pass4sure dumps

New offerings are Designed to increase client adventure

COLORADO SPRINGS, Colo., Feb. 23 -- HDI® (http://www.thinkhdi.com/), the realm's largest membership association for IT service and guide specialists and the premier certification physique for the business, today introduced the launch of the new HDI customer provider consultant Certification and preparatory practising path (http://www.thinkhdi.com/certification/individualCertification/csr.aspx). the new practising route and accompanying certification will support customer service representatives improve their call managing most appropriate practices, verbal exchange and listening, documentation, difficulty-fixing and troubleshooting skills, conflict negotiation and response to elaborate consumer habits.

Designed for client provider representatives, support analysts and help desk professionals with below twelve months of event, this new one-day direction and HDI Certification combines curriculum applying HDI's internationally-recognized open industry specifications and STI potential finest practices. In 2006, HDI was granted the unique license for all STI abilities training material. HDI's training and certification courses are constructed on standards determined by way of an unbiased committee of global business specialists. STI expertise's curriculum reflects years of experience in guiding and working call centers all over the area.

Pricing and Availability:

Priced at $795 for HDI individuals/$895 for non-members, the HDI customer service representative Certification preparatory course replaces both the HDI consumer aid specialist and STI knowledge licensed name core professional classes and certifications. Onsite/neighborhood working towards is obtainable immediately. Public courses will start in may 2007.

besides the HDI client provider representative Certification preparatory route, HDI has recently launched three different up to date HDI Certification lessons: HDI help core Analyst, HDI aid middle crew Lead and HDI aid center supervisor. (See: www.thinkhdi.com/certification/individualCertification/) The curriculum became revised to replicate HDI's up to date open industry requirements, in addition to incorporating STI capabilities ultimate practices equivalent to total Contact possession and the alignment of the incident administration procedure with ITIL and knowledge-established assist® and Structured issue solving. HDI also offers box assist Technician, capabilities management Foundations, Sarbanes-Oxley, guide center Director, ITIL® Foundations authorized with the aid of EXIN®, and ITIL awareness classes.

About HDI

HDI is the area's biggest IT provider and support membership association and the business's premier practicing and certification body. Guided by way of a global panel of industry specialists, HDI is the main useful resource for assist desk/aid middle emerging developments and top-quality practices. HDI gives members with an unlimited repository of components, networking alternatives and the largest business event -- the HDI Annual convention and Expo. Headquartered in Colorado Springs, Colo., united states, HDI offers practicing and certification in distinctive languages and nations. For extra suggestions, visit www.thinkhdi.com/ or name +1 719.268.0174.

source: HDI

CONTACT: Tiffany Keller of HDI, +1-719-785-5350, or tkeller@thinkhdi.com

net web site: www.thinkhdi.com/http://www.thinkhdi.com/certification/individualCertification/csr.aspxhttp://www.thinkhdi.com/certification/individualCertification/

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Cherwell Software Goes Global with Latest IT Service Management Product Release | killexams.com real questions and Pass4sure dumps

August 11, 2017 08:00 ET | Source: Cherwell Software

COLORADO SPRINGS, Colo., Aug. 11, 2017 (GLOBE NEWSWIRE) -- Cherwell Software, a leading provider of service management solutions, announced today a new release of its flagship product, Cherwell® Service Management. The latest version of the product offers enhanced multilingual support to customers, along with UI/UX and back-end enhancements to the Cherwell Self-Service Portal and Service Catalog that create a more modern and intuitive web-browsing experience, as well as reduce development costs and time to market for new capabilities.

The emphasis on globalization—which provides localized content both to technicians via the product interface, as well as to geographically dispersed end users via the Cherwell Self-Service Portal—signals Cherwell’s commitment to its rapidly growing array of international and global enterprise customers.

According to a study recently published by HDI and LionBridge, among organizations that provide multi-language support, 73 percent have higher customer satisfaction (CSAT) scores, and 43 percent have improved first contact resolution than organizations that do not.

"As our world continues to shrink, it is important for support centers to expand their ability and range of service by adapting to service in multiple languages," said Roy Atkinson, senior analyst, HDI. "A support center that can deliver on multilingual service will have an inherent advantage in the marketplace, with the ability to support markets that its competitors cannot."

With the new localization capabilities, Cherwell customers can deliver more consistent and personalized support based on individual users’ native languages and/or geographic locations—without increasing service desk overhead. The latest release of Cherwell Service Management offers the following features, which are designed to help global customers improve business-IT communication, lower the cost of support, elevate IT service quality, and boost end user productivity:

  • Multi-language support for content in a single database
  • Ability to view and respond to tickets in a technician’s chosen language
  • Pre-translated language packs that can be shared among customers and partners
  • Ability to switch languages on the fly
  • Easy-to-use localization interface for identifying and translating strings
  • Custom date/time format based on location preference
  • Role-based language permissions
  • “Managing the IT complexities of a global organization are challenging enough; but with technicians and business users scattered around the world and expectations for around-the-clock support, language differences compound those challenges exponentially,” said Steve Rodda, Cherwell’s Chief Product Officer. “We’re excited to add comprehensive localization capabilities to Cherwell Service Management, so that service desk teams and end users alike can collaborate and communicate effectively, and ultimately move at the speed the business demands.”

    About Cherwell Software

    A global leader in IT and enterprise service management, Cherwell Software empowers IT to lead through the use of powerful and intuitive technology that enables better, faster, and more affordable innovation. The Cherwell® Service Management platform is built from the ground up with a unique architecture that enables rapid time to value and infinite flexibility—at a fraction of the cost and complexity of legacy solutions. Because of Cherwell’s focus on delivering solutions that are easy to configure, customize, and use, IT organizations extend the Cherwell platform to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction. Cherwell has a global network of expert partners serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with global offices in the United Kingdom, Germany and Australia. 

    Contact: info@cherwell.com 719-386-7000

    Colorado Springs, Colorado, UNITED STATES

      http://www.cherwellsoftware.com/

    Contact: info@cherwell.com 719-386-7000

    Media Files


    Sierra Wireless Launches Industry's Most Compact, Rugged LTE-A Pro Cellular Router For Connecting Critical Assets and Infrastructure | killexams.com real questions and Pass4sure dumps

    VANCOUVER, BRITISH COLUMBIA--(BUSINESS WIRE)--

    Sierra Wireless (NASDAQ: SWIR) (TSX: SW), the leading provider of fully integrated device-to-cloud solutions for the Internet of Things (IoT), today announced the AirLink® RV55 LTE-Advanced Pro router to simplify and lower the cost of connecting critical remote assets, infrastructure and mobile workforces in utility, energy, smart city and public safety applications. AirLink RV55 is the industry’s most compact and rugged LTE-A Pro router for SCADA, distribution management systems and service vehicle fleets.

    Utilities are deploying cellular IoT solutions like AirLink RV55 to modernize grid operations by connecting aging equipment and infrastructure in order to meet customers’ service expectations and increase adoption of new distributed energy sources. AirLink RV55 combines high-speed, reliable LTE connectivity with Wi-Fi, serial and ethernet interfaces, allowing utilities to gather real-time data from infrastructure and connect mobile workforces to improve operational efficiency, rapidly identify issues and restore service outages.

    Carol Johnston, VP Product Marketing, Clevest Solutions, said: “Efficiently connecting mobile workforces, their vehicles and dispatch resources is critical to quickly finding and resolving service outages. Sierra Wireless’ AirLink RV55 provides the secure, reliable, always-on connectivity that utilities need to efficiently dispatch work orders to the closest qualified worker and manage their field service teams leveraging Mobile Workforce Management software to keep critical operations running smoothly.”

    Jesus Gonzalez, Senior Analyst, IHS Markit, Critical Communications, said: “As electric utilities modernize with cellular IoT, the cost and complexity of adding connectivity to aging infrastructure equipment is a significant challenge, especially if the equipment doesn’t have connectivity built in or is deployed in a harsh or remote environment. Cellular LTE routers with a compact, rugged form factor, and flexible interfaces make it easy to connect critical distribution automation equipment like cap-bank controllers, sectionalizers and reclosers to help monitor and respond quickly to changes in the utility grid.”

    Tom Mueller, VP, Products, Enterprise Solutions, Sierra Wireless, said: “Utility, energy and industrial companies continue to rely on cellular IoT to efficiently connect and operate their infrastructure. The AirLink RV55, with device management and 24/7 direct support included at zero cost for the first year, provides IT teams with peace of mind knowing they can securely connect and manage both their fixed and mobile networks with a single reliable solution.”

    AirLink RV55 is part of Sierra Wireless’ AirLink Performance Series of routers and gateways. It is available in an LTE-A Pro variant with dual-serial, ethernet, GNSS and an optional dual-Wi-Fi interface. LTE-A Pro supports 6x faster downlink (up to 600Mbps) and 3x faster upload (up to 150Mbps) speeds compared to previous LTE versions (RV50). RV55 supports CBRS bands that do not require spectrum licenses and allow utilities to build and operate their own LTE networks. An LTE-M/NB-IoT (up to 300kbps downlink) variant is also available for enhanced coverage. RV55 retains the same ultra-low power consumption of the RV50/50X making it ideal for solar- or battery-powered installations.

    Pricing & AvailabilityAirLink RV55 models range from $589 for the LTE-M/NB-IoT variant to $789 for the LTE-A Pro variant with Wi-Fi. LTE-A Pro routers will start sampling in March 2019, with commercial availability beginning in April 2019. LTE-M/NB-IoT samples will be available in May, with commercial availability in June 2019. Every AirLink RV55 purchase comes with peace-of-mind protection—the first year of AirLink Complete, including device management, 24/7 direct technical support and 3-year warranty—is included at no additional charge.

    Sierra Wireless will demonstrate AirLink cellular routers and gateways at DistribuTECH 2019 in booth #719. For more information about our live demos and educational presentations, visit https://www.sierrawireless.com/landing/distributech-2019/.

    Resources

    For more information about Sierra Wireless AirLink gateways, routers and management services, visit https://www.sierrawireless.com/products-and-solutions/routers-gateways/.

    To contact the Sierra Wireless Sales Desk, call +1 877-687-7795 or visit http://www.sierrawireless.com/sales.

    About Sierra WirelessSierra Wireless (NASDAQ: SWIR) (TSX: SW) is an IoT pioneer, empowering businesses and industries to transform and thrive in the connected economy. Customers Start with Sierra because we offer a device to cloud solution, comprised of embedded and networking solutions seamlessly integrated with our secure cloud and connectivity services. OEMs and enterprises worldwide rely on our expertise in delivering fully integrated solutions to reduce complexity, turn data into intelligence and get their connected products and services to market faster. Sierra Wireless has more than 1,300 employees globally and operates R&D centers in North America, Europe and Asia. For more information, visit www.sierrawireless.com.

    Connect with Sierra Wireless on the IoT Blog at http://www.sierrawireless.com/iot-blog, on Twitter at @SierraWireless, on LinkedIn at http://www.linkedin.com/company/sierra-wireless and on YouTube at http://www.youtube.com/SierraWireless.

    “Sierra Wireless” and "AirLink" are registered trademarks of Sierra Wireless. Other product or service names mentioned herein may be the trademarks of their respective owners.

    Forward Looking Statements

    This press release contains forward-looking statements that involve risks and uncertainties. These forward-looking statements relate to, among other things, plans and timing for the introduction or enhancement of our services and products, statements about future market conditions, supply conditions, channel and end customer demand conditions, revenues, gross margins, operating expenses, profits, and other expectations, intentions, and plans contained in this press release that are not historical fact. Our expectations regarding future revenues and earnings depend in part upon our ability to successfully develop, manufacture, and supply products that we do not produce today and that meet defined specifications. When used in this press release, the words "plan", "expect", "believe", and similar expressions generally identify forward-looking statements. These statements reflect our current expectations. They are subject to a number of risks and uncertainties, including, but not limited to, changes in technology and changes in the wireless data communications market. In light of the many risks and uncertainties surrounding the wireless data communications market, you should understand that we cannot assure you that the forward-looking statements contained in this press release will be realized.

    View source version on businesswire.com: https://www.businesswire.com/news/home/20190204005754/en/

    Copyright Business Wire 2019


    Policy and You: A Guide for Intelligence Analysts | killexams.com real questions and Pass4sure dumps

    It’s 3:30 pm in a dimly lit cubicle farm somewhere in Northern Virginia. You are a strategic, all-source intelligence analyst and have been sitting at your computer all day eagerly awaiting feedback from U.S. policymakers on the analytic masterpiece you finally published last night. You spent weeks, if not months, perfecting the piece. Today is the day to soak up all the kudos.

    You crafted a clear and compelling analytic framework and employed sophisticated analytic techniques to identify key drivers and future scenarios for the security and political situation in a critical foreign country. Your document survived multiple attacks from the “good idea fairy” of comment and suggestion during coordination and review and circumnavigated the “happy-to-glad” editorial circuit several times over to emerge almost entirely intact from your original draft. It is well-written, strongly argued, logically flawless, thoroughly sourced, and has shiny graphics. And today it was prominently featured in policymakers’ morning readbook. From the White House to the Pentagon and over to the State Department, your policy consumers are going to love it. As your managers and cubicle mates begin heading out the door (traffic is really picking up on the Beltway), you remain wedded to your achievement award– and challenge coin-adorned desk, waiting for that vital policymaker feedback to come in. But it never does.

    Your office briefer informs you that most of your customers were in meetings all day and took only a quick glance at the book. A few read your piece “with interest,” i.e. scanned the topic sentences to get the gist. Others skipped the brief altogether. And tomorrow’s book is already full with the next round of products. You gave weeks of time and thought to your piece, but policy customers gave it only a minute. Frustrated, demoralized, and facing a 10-mile, two-hour commute home, you log off for the night (4:45 pm). As you begin your 30-minute walk to your car, your mind drifts to the existential: If intelligence analysis is written but nobody reads it, does it exist?

    Sadly, this dramatic scene occurs too frequently in cubicle farms and parking lots across the U.S. intelligence community, and it is one I have reenacted many times in my career. But I have also seen great intelligence officers routinely deliver timely, relevant, and high-impact analysis to policymakers. Based on the insights of former intelligence and policy officials and my own experience, I offer this “how-to” guide for analysts to be more relevant to U.S. national security policy and better serve policymakers. Like episode one of this series, I focus on the working-level of the national security bureaucracy. Starting with frequently asked questions, I seek to provide analysts a better understanding of who these policymakers are, what they do, and what they need from intelligence. I then offer a simple eight-step program for analysts to adopt to do their part in bridging the intelligence-policy divide.

    Frequently Asked Questions

    Question: What is policy?

    Answer: Policy is what your analysis informs. For you, it is both the position the United States adopts on a national security issue and the process that generated the decision.

    Policy is the U.S. objective, guiding principle, or course of action the president and cabinet-level  officials of the National Security Council select toward a foreign country or issue; e.g. should the United States engage and encourage political opposition against an authoritarian regime? What arms do we provide to a partner nation, and how far are we willing to go to support their military operations? It is this senior-most level of policy deliberation that you are accustomed to serving via the intelligence community’s flagship product, the “President’s Daily Brief.”

    But a given policy is just the culminating tip of an iceberg of process leading up to a senior-level decision: yes, the interagency process, orchestrated through the National Security Council system (in most administrations). At the heart of the process is the interagency policy committee, where assistant and deputy assistant secretary-level officials (typically) debate, hone, and tee up policy options for the Deputies Committee, then the Principals Committee, and then the full president-chaired National Security Council meeting to consider for decision. But even before the interagency policy committee comes the sub-committee, where the real grunt work of policymaking is done. Working-level policy directors analyze the state of play, generate potential policy responses, assess their pros and cons, advocate for their department’s equities, and set the table for senior officials to formalize options and recommendations.

    It is here, at the interagency political committee level and sub-level, where analysts can have the most impact and inform policy from the ground up. If policy impact is what ye seek, let the interagency process be your guide. Know the process. Trust the process. Embrace the process. Dare I say, love it.

    Question: Where are the key policymakers in this magical interagency process?

    Answer: The National Security Council, the State Department, and the Defense Department. But it goes much deeper than that.

    While many departments and agencies play key roles for specific issues, such as the Department of Energy for nuclear proliferation and the Treasury Department for counter-terrorism, three policy entities form the core of the interagency policy process: the National Security Council, the State Department, and the Defense Department. But within these broad policy kingdoms are a myriad of policy fiefdoms, and the issue you analyze is likely spread amongst them.

    The National Security Council is divided into senior directorates by region (e.g. Middle East or East Asia) and function (e.g. counter-proliferation or humanitarian assistance). Senior directors serve as special assistants to the president, orchestrate the interagency process, and oversee a staff of directors specializing in specific countries or issues. Senior directors may play the role of policy arbiter, seeking interagency consensus or taking neutral positions on various options to serve up to deputies, or policy advocate, promoting a particular course of action, with many shades in between.

    The State Department is organized into assistant secretary-led “bureaus” reporting to an undersecretary, with Political Affairs at the heart of day-to-day foreign policy. Regional bureaus typically lead the State Department’s interagency team and provide the diplomatic perspective on how various policies would impact bilateral relations and the spectrum of U.S. interests. But for any given policy, the State Department’s functional bureaus will also have a voice, such as for humanitarian aid or weapons sales. As will the bevy of special envoys for cross-cutting issues. And the secretary’s staff.

    The Defense Department is (at least) two entities: the civilians of the Office of the Secretary of Defense and the uniformed military of the Joint Staff. Assistant and deputy assistant secretaries provide the interagency the security perspective on policy options, assessing the impact on defense relationships and regional strategy for their swath of the globe. The Joint Staff provides policymakers military advice, on the services’ ability to operationalize and execute the military aspects of policy. Far from a “Defense” monolith, the Office of the Secretary of Defense and Joint Staff differ not only in what they wear but also, not so infrequently, in what they think about a given policy.

    Yes, with broad competing alliances and a kaleidoscope of shifting factions amongst them, the policy combatants in the Situation Room can sometimes resemble the conflicts they cover. But for intelligence analysts, understanding who the key players and sub-players are for their issue across the interagency is critical in identifying potential policy customers and generating analytic impact.

    Question: But who are the people doing this policymaking?

    Answer: They’re just like you! But with way more to cover.

    Well, senior directors and assistant and deputy assistant secretaries are not really like you. They are (typically) highly qualified political appointees and career civil servants of ambassador, senior executive service, and general officer rank. They also have great parking spaces. But they are like you in that they are (typically) experts in their field, with deep expertise from academia, think tanks, or previous government service. The breadth of their portfolios and endless demands from the interagency and their own principals, however, leaves little bandwidth for any one issue.

    But the sub-interagency policy committee level? They are just like you — in rank, experience, academic training, and area knowledge. At the State Department, desk officers in D.C. are a mix of civil and foreign service officers that help craft foreign policy, while embassy-based foreign service officers implement it in the field. Policy directors in the Office of the Secretary of Defense are primarily civil servants, joined by political appointees and interagency detailees to fill in gaps. Joint Staff J5 are field-grade officers, serving a hardship Pentagon staff tour before heading back to the field or to command. National Security Council directors are mostly the same folks as above as detailees comprise much of the staff. The working-level wonks are also like you in that the essence of the job is the same: to read, write, and brief on their topic.

    Where they differ is the amount they have to cover and the speed at which they have to do it. While you cover the military of one country, your policy peer may be responsible for all military, political, and economic policy for that and maybe several other countries. While you spend two to three weeks crafting a piece of “current” finished intelligence on that army’s battlefield performance, your policy director may have two to three days, or even hours, to draft policy options on all U.S. military and economic support to the country and then drive it through the interagency process for decision and action.

    The mid-level policymaker needs your knowledge and perspective to help them steer through the fast-moving policy churn and put urgent policy choices into the bigger strategic picture. But they need your analysis to be relevant to the policy state of play, and they need it early and often throughout the process. They need you and your expertise in the room. Don’t let it arrive too late.

    Question: Why don’t they read my stuff?

    Answer: Because they have a lot of stuff.

    Your policy peer’s day is a whirling dervish of staffing, representing, writing, and briefing across multiple issue areas and sometimes international codes. They attend or “+1” their boss at interagency meetings, integrate key takeaways into a “readahead” paper before a deputies or principals committee, craft their own position or analytic “white” paper, and brief it all to their principals, who often make the director’s analysis their main argument in the Situation Room. They staff said principals for their ceaseless engagements outside the interagency — writing talking points for meetings with foreign leaders, setting agendas for bilateral negotiations and multilateral forums, and travelling with their boss to provide real-time expertise. They also coordinate with offices across their organization, from public affairs to congressional outreach, legal counsel, and budget. And they write it all up.

    Their inbox is bursting from not only the endless paper trail accompanying the above meetings, but also a firehouse of informational and intelligence “traffic.” Policymakers receive diplomatic cables and military reports from the field, relevant journalist and think-tank pieces, finished intelligence from the alphabet of intelligence agencies, and often the same raw intelligence that feeds into your analysis. They receive all of this daily and across multiple classification levels and systems.

    You, the analyst, are thus competing for the policymaker’s time and bandwidth and need to make clear your analytic value added. Is it a strategic lens to see through a crisis? Critical insight on a foreign leader? While some policymakers will read your analysis regardless, others may start to tune you out after one redundant piece, anodyne bottom line, and lackluster briefing too many or if you provide analysis that is routinely overcome by events, irrelevant to current policy deliberations, or just as easily found in a newspaper.

    Eight Steps to Policy Relevance

    So how can intelligence analysts be more relevant to the U.S. national security policy process? Consider adopting the following eight-step program for analytic impact. Drawn from the insights of former senior intelligence community, White House, State Department, and Defense Department officials, these steps can help you determine what to write, who to write for, how to write it, how to deliver it, and how to forge a fruitful, lasting partnership with policymakers.

  • Take the initiative: Policymakers, as you know, may lack intelligence on intelligence. They may not know who in the intelligence community does what, who does what best, and how to reach those that do. Tell them. Explain who you are, what you cover, what you produce, why it’s unique and relevant, and how to stay connected. Even better, offer up tailored analytic products and deep-dive briefs, particularly for policymakers new to the gig. Yes, you’re an analyst, but you’re an intelligence officer first. Recruit them.
  • Know the policy, know the process: Now that policymakers know who you are, get and stay inside the policy loop. Get on policymakers’ email chains and dissemination listervs. Know when a policy is being reviewed, what options are being considered, and when and where the interagency will be meeting to debate them. Know which offices within the National Security Council, State Department, Office of the Secretary of Defense, Joint Staff, and other departments are the key players, what are their equities, and what type of intelligence and analysis they will find most relevant and helpful.
  • Be strategic, be ready for the tactical: The policymaker lives in a day-to-day, sometimes hour-by-hour world. Help them zoom out from the near-term crisis, put fast-moving events into context, and cut through the tactical fog to the strategic horizon. At the same, while policymakers say they don’t want their intelligence to be a “classified CNN,” they inevitably ask for just that during a crisis. Be on top of the military and diplomatic state of play and have the most up-to-date information to field short-fuse taskings for urgent policy decisions.
  • Provide opportunities, pull no punches: Your over-worked, myopia-riddled policy peer is dying for creative ideas on how to make a policy effective. Don’t be afraid to give them. You are well-equipped to assess partners’ amenability and adversaries’ vulnerability to courses of action without slipping into policy prescription. Yet proximity can breed familiarity and even sycophancy, with policy access inviting policy influence and objective analysis sliding into policy validation. Resist at all costs the urge to soften a bottom line because it is inconvenient for policymakers. The last thing they need to succeed is for the intelligence community to be a bunch of yes-men.
  • Market your material: Do not just wait and hope that your analysis makes it to the policy customer. Reach out to them or their senior staff directly and tell them when a particularly important piece of analysis is coming. “Tee up” the piece, explaining what it is and why it is timely and relevant. To maximize your audience, consider creating multiple versions of your product at different classification levels. Policymakers often complain about intelligence being overclassified, but you know best what is classified and at what level.
  • Hit the road, hold your ground: Reading and writing is fine and good, but for real impact, take your analysis right to the policymaker and brief it. Customers appreciate you making the arduous cross-town journey and may get more out of a one-hour deep dive than from weeks of readbooks. If they disagree with your analysis, lean in and embrace the debate. They may have a different perspective or alternative analysis that is compelling and useful. Alas, some policymakers will dispute your analysis no matter what you say, viewing it as a critique of their policy. Be professional but stand your analytic ground. While they may be an ambassador, assistant secretary, or general officer, you are the expert and know the material better than they do. Besides, the Situation Room can handle a little bureaucratic infighting.
  • Get on the ground: Get outside of Washington and spend some time in the foreign field. Being on the ground will give you a firsthand perspective on how policy is implemented and operations are conducted — and how intelligence analysis is used to help execute them. Field experience will give you credibility back home with policymakers inclined to dismiss your analysis as the work of just another Beltway analyst. It will also help you build connections across the interagency, creating future customers when you are back in Washington.
  • Get in the saddle: Potentially more hazardous than the war zone, consider a policy tour. Serving as a briefer will give you firsthand insight into how customers use (or don’t use) analysis. Even better, a policy rotation as a country or issue director provides a full-on policy and interagency immersion while expanding your breadth of expertise. You will also serve as a critical bridge between policy and the intelligence community and unlock new customers for your teammates back home. Yes, there will be times when the policy churn is disorienting and their ad-hoc-at-best internal processes bewildering. But the policy experience can also be exhilarating and provide critical lessons and vital connections to last an entire career.
  • Conclusion

    Now that you know who policymakers are and how best to serve them, you, the analyst, simply do not have the time to ponder the existential — and certainly not while crying in a parking lot at 5 pm. You are putting the final touches on a paper that provides realistic scenarios for the country you cover, clear-eyed implications of possible courses of action, and actionable opportunities for policymakers. You generated this tailored but objective analysis based on the series of interagency you briefed. You were invited to these meetings because when crisis hit, you reached out, stayed late to walk your policy peer through the intel picture, and wrote a next-day analytic product that was critical in informing the White House’s response. As you head out the door, you grab your passport because you take off the next day to go brief senior U.S. diplomats and military commanders in the country you cover, and who are grateful for the custom intelligence support you routinely provide.

    You have mastered the art of being in the room but not of the room, gaining access and audience to the inner-most sanctums of U.S. foreign policy while maintaining the strictest of analytic integrity and independence. You are no longer just another nameless intelligence monkey churning out generic product. Because you, my analyst friend, are relevant to policy.

    Brian Katz is a Visiting Fellow at the Center for Strategic and International Studies and a Council on Foreign Relations International Affairs Fellow. He is a career civil servant in the national security field, serving in a variety of positions across the policy and intelligence communities over the past decade.

    Disclaimer: The author is an employee of the United States government, currently on leave from his employment. This does not constitute an official release of U.S. Government information. All statements of fact, opinion, or analysis expressed are those of the author and do not reflect the official positions or views of the U.S. Government. Nothing in the contents should be construed as asserting or implying U.S. Government authentication of information or endorsement of the author’s views. This material has been reviewed solely for classification.

    Image: Central Intelligence Agency



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    HDI QQ0-200 Exam (HDI Qualified Help Desk Senior Analyst) Detailed Information



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