Exam Name: SDI-Service Desk Foundation Qualification
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-401 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service and Communication | - Handling difficult interactions - Effective communication skills - Customer experience fundamentals |
| Topic 2: Performance and Metrics | - Service desk KPIs and reporting - Continuous improvement principles |
| Topic 3: Service Desk Principles | - Service desk value to the business - Role and purpose of the service desk |
| Topic 4: Service Desk Processes and Tools | - Knowledge management basics - Ticketing systems and workflows |
| Topic 5: Incident and Request Management | - Request fulfillment processes - Incident lifecycle |
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