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Last Updated: Jul 23, 2026

No. of Questions: 116 Questions & Answers with Testing Engine

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HDI QQ0-100 Practice Q&A's

QQ0-100 PDF
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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Incident Management and Problem Resolution- Incident handling process
  • 1. Prioritization and escalation procedures
    • 2. Logging and categorization of incidents
      - Troubleshooting techniques
      • 1. Basic diagnostic methods
        • 2. Knowledge base usage
          Topic 2: Service Desk Operations- Service desk roles and responsibilities
          • 1. Service level agreements (SLAs)
            • 2. First-line support functions
              - Tools and technologies
              • 1. Ticketing systems overview
                • 2. Remote support tools
                  Topic 3: Customer Service and Support Fundamentals- Professional communication skills
                  • 1. Active listening and empathy
                    • 2. Verbal and written communication best practices
                      - Customer relationship management
                      • 1. Handling difficult customers
                        • 2. Customer satisfaction principles
                          Topic 4: Professionalism and IT Service Management Basics- Workplace professionalism
                          • 1. Ethics and confidentiality
                            • 2. Time management and prioritization
                              - ITSM fundamentals
                              • 1. Continuous service improvement
                                • 2. ITIL concepts overview
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