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HDI QQ0-401 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Performance and Metrics | - Service desk KPIs and reporting - Continuous improvement principles |
| Topic 2: Service Desk Principles | - Role and purpose of the service desk - Service desk value to the business |
| Topic 3: Customer Service and Communication | - Handling difficult interactions - Customer experience fundamentals - Effective communication skills |
| Topic 4: Incident and Request Management | - Incident lifecycle - Request fulfillment processes |
| Topic 5: Service Desk Processes and Tools | - Knowledge management basics - Ticketing systems and workflows |
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