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