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HDI QQ0-300 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Desk Management Fundamentals- Role of the Service Desk Manager
  • 1. Responsibilities and leadership expectations
    • 2. Strategic alignment with IT and business goals
      - Service Desk Strategy
      • 1. Service delivery models
        • 2. Operational frameworks
          Topic 2: Process and Service Delivery- Service Level Management
          • 1. SLA definition and tracking
            • 2. Service reporting
              - Incident and Request Management
              • 1. Workflow optimization
                • 2. Escalation procedures
                  Topic 3: Measurement and Continuous Improvement- Process Improvement
                  • 1. Root cause analysis
                    • 2. IT service improvement practices
                      - Metrics and KPIs
                      • 1. Customer satisfaction measurement
                        • 2. Performance indicators for service desk operations
                          Topic 4: People Management- Performance Management
                          • 1. Performance evaluation methods
                            • 2. Motivation and retention strategies
                              - Staffing and Team Development
                              • 1. Training and skill development
                                • 2. Hiring and onboarding practices

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