HDI QQ0-401 : SDI-Service Desk Foundation Qualification

  • Exam Code: QQ0-401
  • Exam Name: SDI-Service Desk Foundation Qualification
  • Updated: Sep 24, 2026
  • Q & A: 120 Questions and Answers

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HDI QQ0-401 Exam Syllabus Topics:

SectionObjectives
Customer Service & Communication- Professional Interaction Skills
  • 1. Effective communication with end users
  • 2. Conflict management and empathy
Service Desk Operations- Operational Processes
  • 1. Ticket prioritisation and escalation procedures
  • 2. Incident and request management workflows
Tools & Technology Support- Service Desk Platforms
  • 1. Using ticketing systems and knowledge bases
  • 2. Accurate documentation and information logging
Continual Service Improvement- Improvement Methods
  • 1. Identifying gaps and contributing process enhancements
  • 2. Metrics and feedback for service improvement
Service Desk Concepts & Role- Fundamentals of Service Desk Function
  • 1. Understanding the role of the Service Desk in ITSM
  • 2. Service Desk terminology and key concepts

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