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