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Last Updated: Sep 14, 2026

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HDI QQ0-300 Exam Syllabus Topics:

SectionObjectives
People Management- Staffing and Team Development
  • 1. Hiring and onboarding practices
    • 2. Training and skill development
      - Performance Management
      • 1. Motivation and retention strategies
        • 2. Performance evaluation methods
          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
                  Measurement and Continuous Improvement- Metrics and KPIs
                  • 1. Customer satisfaction measurement
                    • 2. Performance indicators for service desk operations
                      - Process Improvement
                      • 1. IT service improvement practices
                        • 2. Root cause analysis
                          Process and Service Delivery- Incident and Request Management
                          • 1. Escalation procedures
                            • 2. Workflow optimization
                              - Service Level Management
                              • 1. SLA definition and tracking
                                • 2. Service reporting

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