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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: IT Service Management Concepts- Service Desk Best Practices
  • 1. Service level agreements (SLAs)
    • 2. Escalation procedures
      - Process Awareness
      • 1. Incident vs problem management
        • 2. Change management basics
          Topic 2: Customer Service and Support Fundamentals- Communication Skills
          • 1. Active listening and questioning techniques
            • 2. Professional communication with users
              - Service Desk Operations
              • 1. Incident handling workflow
                • 2. Ticket logging and prioritization
                  Topic 3: Technical Support Fundamentals- Troubleshooting Principles
                  • 1. Basic diagnostic techniques
                    • 2. Problem resolution process
                      - IT Systems Basics
                      • 1. Hardware and software support concepts
                        • 2. Network and connectivity basics

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