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Last Updated: Sep 11, 2026
No. of Questions: 120 Questions & Answers with Testing Engine
Download Limit: Unlimited
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Continuous Improvement | 10% | - Prioritization and categorization - Quality and continuous improvement concepts - Structured problem-solving approaches |
| Topic 2: Tools, Technology & Knowledge Management | 15% | - IT Service Management (ITSM) systems - Basic metrics and reporting - Knowledge base usage and contribution - Support tools and remote assistance |
| Topic 3: Professionalism and Roles | 20% | - Purpose and value of the Service Desk - Cultural awareness and diversity - Professional standards and ethics - Roles and responsibilities of Service Desk analysts |
| Topic 4: Service Management Processes | 30% | - Service level agreements (SLAs) and targets - Change management awareness - Problem management basics - Incident management lifecycle - Request fulfillment |
| Topic 5: Communication and Customer Service | 25% | - Verbal, non-verbal, and written communication - Effective communication techniques - Managing difficult interactions and expectations - Customer service principles and expectations |
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