PDF Version DemoHDI QQ0-401 Exam Overview:
| Certification Vendor: | HDI / SDI (Service Desk Institute) |
| Exam Name: | SDI-Service Desk Foundation Qualification |
| Exam Number: | QQ0-401 |
| Passing Score: | 65% |
| Exam Price: | Approx. $150-$200 USD (varies by region and delivery method) |
| Real Exam Qty: | 40-60 |
| Exam Format: | Multiple Choice, Computer-Based, Single/Multiple Select |
| Certificate Validity Period: | 3 years |
| Available Languages: | English |
| Related Certifications: | SDI Service Desk Analyst (SD0-101) SDI Service Desk Manager (SD0-302) HDI Qualified Customer Support Specialist |
| Exam Duration: | 60-75 |
| Recommended Training: | SDI Official Study Materials HDI Service Desk Foundation Training |
| Exam Registration: | HDI Official Registration SDI Qualification Portal |
| Sample Questions: | HDI QQ0-401 Sample Questions |
| Exam Way: | Online proctored or in-person at authorized test centers |
| Pre Condition: | No formal prerequisites; open to entry-level support staff, students, and career changers |
| Official Syllabus URL: | https://www.thinkhdi.com / https://www.servicedeskinstitute.com |
HDI QQ0-401 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Continuous Improvement | 10% | - Prioritization and categorization - Structured problem-solving approaches - Quality and continuous improvement concepts |
| Communication and Customer Service | 25% | - Managing difficult interactions and expectations - Verbal, non-verbal, and written communication - Effective communication techniques - Customer service principles and expectations |
| Service Management Processes | 30% | - Incident management lifecycle - Request fulfillment - Service level agreements (SLAs) and targets - Change management awareness - Problem management basics |
| Tools, Technology & Knowledge Management | 15% | - Support tools and remote assistance - IT Service Management (ITSM) systems - Basic metrics and reporting - Knowledge base usage and contribution |
| Professionalism and Roles | 20% | - Cultural awareness and diversity - Roles and responsibilities of Service Desk analysts - Professional standards and ethics - Purpose and value of the Service Desk |
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