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HDI QQ0-401 exam : SDI-Service Desk Foundation Qualification

QQ0-401 Exam Questions
  • Exam Code: QQ0-401
  • Exam Name: SDI-Service Desk Foundation Qualification
  • Updated: Aug 12, 2026
  • Q & A: 120 Questions and Answers
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HDI QQ0-401 Exam Syllabus Topics:

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

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