HDI QQ0-401 : SDI-Service Desk Foundation Qualification

  • 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:

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

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