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