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HDI QQ0-300 Exam Syllabus Topics:

SectionObjectives
Topic 1: Process and Service Delivery- Incident and Request Management
  • 1. Workflow optimization
    • 2. Escalation procedures
      - Service Level Management
      • 1. SLA definition and tracking
        • 2. Service reporting
          Topic 2: 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
                  Topic 3: People Management- Performance Management
                  • 1. Motivation and retention strategies
                    • 2. Performance evaluation methods
                      - Staffing and Team Development
                      • 1. Training and skill development
                        • 2. Hiring and onboarding practices
                          Topic 4: Measurement and Continuous Improvement- Metrics and KPIs
                          • 1. Performance indicators for service desk operations
                            • 2. Customer satisfaction measurement
                              - Process Improvement
                              • 1. Root cause analysis
                                • 2. IT service improvement practices

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