HDI SDI-Service Desk Foundation Qualification : QQ0-401

  • Exam Code: QQ0-401
  • Exam Name: SDI-Service Desk Foundation Qualification
  • Updated: Aug 07, 2026
  • Q & A: 120 Questions and Answers

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HDI QQ0-401 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Desk Operations- Operational Processes
  • 1. Ticket prioritisation and escalation procedures
  • 2. Incident and request management workflows
Topic 2: 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
Topic 3: Tools & Technology Support- Service Desk Platforms
  • 1. Using ticketing systems and knowledge bases
  • 2. Accurate documentation and information logging
Topic 4: Continual Service Improvement- Improvement Methods
  • 1. Metrics and feedback for service improvement
  • 2. Identifying gaps and contributing process enhancements
Topic 5: Customer Service & Communication- Professional Interaction Skills
  • 1. Effective communication with end users
  • 2. Conflict management and empathy

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