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HDI QQ0-401 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management Processes | 30% | - Request fulfillment - Change management awareness - Problem management basics - Service level agreements (SLAs) and targets - Incident management lifecycle |
| Topic 2: Problem Solving & Continuous Improvement | 10% | - Prioritization and categorization - Quality and continuous improvement concepts - Structured problem-solving approaches |
| Topic 3: Tools, Technology & Knowledge Management | 15% | - Support tools and remote assistance - Basic metrics and reporting - Knowledge base usage and contribution - IT Service Management (ITSM) systems |
| Topic 4: Professionalism and Roles | 20% | - Cultural awareness and diversity - Purpose and value of the Service Desk - Roles and responsibilities of Service Desk analysts - Professional standards and ethics |
| Topic 5: Communication and Customer Service | 25% | - Managing difficult interactions and expectations - Effective communication techniques - Verbal, non-verbal, and written communication - Customer service principles and expectations |
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