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HDI QQ0-300 Exam Syllabus Topics:
| Section | Objectives |
| Process and Service Delivery | - Incident and Request Management
- 1. Escalation procedures
- 2. Workflow optimization
- Service Level Management
- 1. Service reporting
- 2. SLA definition and tracking
|
| Measurement and Continuous Improvement | - Process Improvement
- 1. IT service improvement practices
- 2. Root cause analysis
- Metrics and KPIs
- 1. Performance indicators for service desk operations
- 2. Customer satisfaction measurement
|
| People Management | - Performance Management
- 1. Performance evaluation methods
- 2. Motivation and retention strategies
- Staffing and Team Development
- 1. Hiring and onboarding practices
- 2. Training and skill development
|
| Service Desk Management Fundamentals | - Service Desk Strategy
- 1. Service delivery models
- 2. Operational frameworks
- Role of the Service Desk Manager
- 1. Responsibilities and leadership expectations
- 2. Strategic alignment with IT and business goals
|