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Last Updated: Sep 07, 2026

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HDI QQ0-300 Exam Syllabus Topics:

SectionObjectives
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
          Service Desk Management Fundamentals- Service Desk Strategy
          • 1. Operational frameworks
            • 2. Service delivery models
              - Role of the Service Desk Manager
              • 1. Strategic alignment with IT and business goals
                • 2. Responsibilities and leadership expectations
                  People Management- Staffing and Team Development
                  • 1. Hiring and onboarding practices
                    • 2. Training and skill development
                      - Performance Management
                      • 1. Performance evaluation methods
                        • 2. Motivation and retention strategies
                          Measurement and Continuous Improvement- Process Improvement
                          • 1. Root cause analysis
                            • 2. IT service improvement practices
                              - Metrics and KPIs
                              • 1. Performance indicators for service desk operations
                                • 2. Customer satisfaction measurement
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