HDI QQ0-401 : SDI-Service Desk Foundation Qualification

QQ0-401 real exams

Exam Code: QQ0-401

Exam Name: SDI-Service Desk Foundation Qualification

Updated: Aug 17, 2026

Q & A: 120 Questions and Answers

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HDI QQ0-401 Exam Syllabus Topics:

SectionWeightObjectives
Tools, Technology & Knowledge Management15%- Knowledge base usage and contribution
- Basic metrics and reporting
- IT Service Management (ITSM) systems
- Support tools and remote assistance
Communication and Customer Service25%- Customer service principles and expectations
- Effective communication techniques
- Managing difficult interactions and expectations
- Verbal, non-verbal, and written communication
Problem Solving & Continuous Improvement10%- Structured problem-solving approaches
- Quality and continuous improvement concepts
- Prioritization and categorization
Service Management Processes30%- Problem management basics
- Change management awareness
- Service level agreements (SLAs) and targets
- Request fulfillment
- Incident management lifecycle
Professionalism and Roles20%- Roles and responsibilities of Service Desk analysts
- Purpose and value of the Service Desk
- Professional standards and ethics
- Cultural awareness and diversity

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