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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 |
| Professionalism and Roles | 20% | - Roles and responsibilities of Service Desk analysts - Professional standards and ethics - Purpose and value of the Service Desk - Cultural awareness and diversity |
| Tools, Technology & Knowledge Management | 15% | - IT Service Management (ITSM) systems - Basic metrics and reporting - Support tools and remote assistance - Knowledge base usage and contribution |
| Service Management Processes | 30% | - Problem management basics - Service level agreements (SLAs) and targets - Request fulfillment - Change management awareness - Incident management lifecycle |
| Communication and Customer Service | 25% | - Customer service principles and expectations - Verbal, non-verbal, and written communication - Effective communication techniques - Managing difficult interactions and expectations |
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