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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Professionalism and IT Service Management Basics- ITSM fundamentals
  • 1. ITIL concepts overview
    • 2. Continuous service improvement
      - Workplace professionalism
      • 1. Time management and prioritization
        • 2. Ethics and confidentiality
          Topic 2: Customer Service and Support Fundamentals- Customer relationship management
          • 1. Handling difficult customers
            • 2. Customer satisfaction principles
              - Professional communication skills
              • 1. Active listening and empathy
                • 2. Verbal and written communication best practices
                  Topic 3: Incident Management and Problem Resolution- Troubleshooting techniques
                  • 1. Knowledge base usage
                    • 2. Basic diagnostic methods
                      - Incident handling process
                      • 1. Logging and categorization of incidents
                        • 2. Prioritization and escalation procedures
                          Topic 4: Service Desk Operations- Service desk roles and responsibilities
                          • 1. Service level agreements (SLAs)
                            • 2. First-line support functions
                              - Tools and technologies
                              • 1. Remote support tools
                                • 2. Ticketing systems overview

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