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HDI QQ0-401 Exam Syllabus Topics:

SectionObjectives
Continual Service Improvement- Improvement Methods
  • 1. Metrics and feedback for service improvement
  • 2. Identifying gaps and contributing process enhancements
Customer Service & Communication- Professional Interaction Skills
  • 1. Effective communication with end users
  • 2. Conflict management and empathy
Service Desk Operations- Operational Processes
  • 1. Incident and request management workflows
  • 2. Ticket prioritisation and escalation procedures
Tools & Technology Support- Service Desk Platforms
  • 1. Using ticketing systems and knowledge bases
  • 2. Accurate documentation and information logging
Service Desk Concepts & Role- Fundamentals of Service Desk Function
  • 1. Understanding the role of the Service Desk in ITSM
  • 2. Service Desk terminology and key concepts

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