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HDI QQ0-300 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Leadership & Staff Management25%- Performance & Development
  • 1. Performance Evaluation
    • 2. Training & Mentoring
      - Workforce Planning
      • 1. Recruitment & Retention
        • 2. Role Definition & Staffing Levels
          Topic 2: Service Strategy & Alignment20%- Service Level Management
          • 1. SLA Definition & Monitoring
            • 2. KPI & Metrics Reporting
              - Business Alignment
              • 1. Organizational Goals
                • 2. Service Portfolio Management
                  Topic 3: Financial & Resource Management15%- Budgeting & Cost Control
                  • 1. ROI Analysis
                    • 2. Cost Modeling
                      - Capacity & Resource Planning
                      • 1. Vendor & Third-Party Management
                        • 2. Workload Management
                          Topic 4: Operational Management25%- Process Implementation
                          • 1. Incident & Problem Management
                            • 2. Change & Knowledge Management
                              - Technology & Tools
                              • 1. Self-Service & Automation
                                • 2. CMS & ITSM Platforms
                                  Topic 5: Customer Experience & Quality15%- Continuous Improvement
                                  • 1. Quality Assurance
                                    • 2. Process Optimization
                                      - Customer Service Excellence
                                      • 1. Customer Satisfaction Measurement
                                        • 2. Communication & Conflict Resolution

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