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HDI QQ0-400 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Delivery | 30% | - Communication and interpersonal skills - Service delivery principles and standards - Documentation and knowledge management |
| Topic 2: Quality Management & Continuous Improvement | 20% | - Customer feedback and satisfaction measurement - Basic continuous improvement concepts - Service level metrics and KPIs |
| Topic 3: Service Management Fundamentals | 20% | - Roles and responsibilities in support environment - Basic support tools and technologies - IT service management overview |
| Topic 4: Incident and Problem Management | 30% | - Problem identification and root cause analysis - Escalation procedures and workflow - Incident handling and resolution process |
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