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HDI QQ0-400 Exam Syllabus Topics:

SectionWeightObjectives
Customer Service Delivery30%- Documentation and knowledge management
- Communication and interpersonal skills
- Service delivery principles and standards
Service Management Fundamentals20%- IT service management overview
- Basic support tools and technologies
- Roles and responsibilities in support environment
Quality Management & Continuous Improvement20%- Customer feedback and satisfaction measurement
- Basic continuous improvement concepts
- Service level metrics and KPIs
Incident and Problem Management30%- Incident handling and resolution process
- Problem identification and root cause analysis
- Escalation procedures and workflow

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