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