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HDI QQ0-401 valid - in .pdf
- Exam Code: QQ0-401
- Exam Name: SDI-Service Desk Foundation Qualification
- Q & A: 120 Questions and Answers
- PDF Price: $49.99
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- Exam Code: QQ0-401
- Exam Name: SDI-Service Desk Foundation Qualification
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HDI QQ0-401 valid - Testing Engine
- Exam Code: QQ0-401
- Exam Name: SDI-Service Desk Foundation Qualification
- Q & A: 120 Questions and Answers
- Software Price: $49.99
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HDI QQ0-401 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Continuous Improvement | 10% | - Quality and continuous improvement concepts - Prioritization and categorization - Structured problem-solving approaches |
| Topic 2: Tools, Technology & Knowledge Management | 15% | - Basic metrics and reporting - IT Service Management (ITSM) systems - Support tools and remote assistance - Knowledge base usage and contribution |
| Topic 3: Communication and Customer Service | 25% | - Managing difficult interactions and expectations - Verbal, non-verbal, and written communication - Effective communication techniques - Customer service principles and expectations |
| Topic 4: Professionalism and Roles | 20% | - Cultural awareness and diversity - Roles and responsibilities of Service Desk analysts - Professional standards and ethics - Purpose and value of the Service Desk |
| Topic 5: Service Management Processes | 30% | - Change management awareness - Service level agreements (SLAs) and targets - Problem management basics - Request fulfillment - Incident management lifecycle |
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