HDI QQ0-401 : SDI-Service Desk Foundation Qualification

  • Exam Code: QQ0-401
  • Exam Name: SDI-Service Desk Foundation Qualification
  • Updated: Sep 15, 2026     Q & A: 120 Questions and Answers

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HDI QQ0-401 Exam Syllabus Topics:

SectionObjectives
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. Service Desk terminology and key concepts
  • 2. Understanding the role of the Service Desk in ITSM
Service Desk Operations- Operational Processes
  • 1. Ticket prioritisation and escalation procedures
  • 2. Incident and request management workflows
Customer Service & Communication- Professional Interaction Skills
  • 1. Conflict management and empathy
  • 2. Effective communication with end users
Continual Service Improvement- Improvement Methods
  • 1. Identifying gaps and contributing process enhancements
  • 2. Metrics and feedback for service improvement

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