Exam Name: HDI qualified help desk senior analyst(hdsa)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 15% | - Knowledge Capture & Maintenance - Information Sharing & Access |
| Topic 2: Service Level Management | 15% | - SLA Definition & Monitoring - Service Level Reporting |
| Topic 3: Problem & Change Management | 20% | - Change Control Processes - Problem Identification & Analysis - Root Cause Resolution |
| Topic 4: Business Continuity & Quality | 15% | - Quality Assurance & Improvement - Business Continuity Planning |
| Topic 5: Service Desk Operations | 20% | - Operational Procedures - Incident Management - Request Fulfillment |
| Topic 6: Metrics & Reporting | 15% | - Performance Indicators - Data Analysis & Reporting |
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