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