Exam Name: SDI-Service Desk Foundation Qualification
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI : QQ0-401 Exam Premium Dumps
Check Updated on: Aug 28, 2026
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HDI QQ0-401 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Continuous Improvement | 10% | - Prioritization and categorization - Quality and continuous improvement concepts - Structured problem-solving approaches |
| Topic 2: Communication and Customer Service | 25% | - Customer service principles and expectations - Verbal, non-verbal, and written communication - Managing difficult interactions and expectations - Effective communication techniques |
| Topic 3: Professionalism and Roles | 20% | - Cultural awareness and diversity - Roles and responsibilities of Service Desk analysts - Purpose and value of the Service Desk - Professional standards and ethics |
| Topic 4: Tools, Technology & Knowledge Management | 15% | - IT Service Management (ITSM) systems - Support tools and remote assistance - Knowledge base usage and contribution - Basic metrics and reporting |
| Topic 5: Service Management Processes | 30% | - Service level agreements (SLAs) and targets - Problem management basics - Request fulfillment - Incident management lifecycle - Change management awareness |
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