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Last Updated: Sep 13, 2026

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HDI QQ0-401 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Professionalism and Roles20%- Roles and responsibilities of Service Desk analysts
- Purpose and value of the Service Desk
- Professional standards and ethics
- Cultural awareness and diversity
Topic 2: Tools, Technology & Knowledge Management15%- Support tools and remote assistance
- Basic metrics and reporting
- IT Service Management (ITSM) systems
- Knowledge base usage and contribution
Topic 3: Problem Solving & Continuous Improvement10%- Structured problem-solving approaches
- Quality and continuous improvement concepts
- Prioritization and categorization
Topic 4: Service Management Processes30%- Problem management basics
- Request fulfillment
- Service level agreements (SLAs) and targets
- Incident management lifecycle
- Change management awareness
Topic 5: Communication and Customer Service25%- Managing difficult interactions and expectations
- Verbal, non-verbal, and written communication
- Effective communication techniques
- Customer service principles and expectations

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