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Last Updated: Sep 11, 2026

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HDI QQ0-401 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Problem Solving & Continuous Improvement10%- Prioritization and categorization
- Quality and continuous improvement concepts
- Structured problem-solving approaches
Topic 2: Tools, Technology & Knowledge Management15%- IT Service Management (ITSM) systems
- Basic metrics and reporting
- Knowledge base usage and contribution
- Support tools and remote assistance
Topic 3: Professionalism and Roles20%- 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 Processes30%- Service level agreements (SLAs) and targets
- Change management awareness
- Problem management basics
- Incident management lifecycle
- Request fulfillment
Topic 5: Communication and Customer Service25%- Verbal, non-verbal, and written communication
- Effective communication techniques
- Managing difficult interactions and expectations
- Customer service principles and expectations
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