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Last Updated: Aug 15, 2026

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Professionalism and IT Service Management Basics- Workplace professionalism
  • 1. Ethics and confidentiality
    • 2. Time management and prioritization
      - ITSM fundamentals
      • 1. ITIL concepts overview
        • 2. Continuous service improvement
          Topic 2: 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 3: Incident Management and Problem Resolution- Incident handling process
                  • 1. Prioritization and escalation procedures
                    • 2. Logging and categorization of incidents
                      - Troubleshooting techniques
                      • 1. Knowledge base usage
                        • 2. Basic diagnostic methods
                          Topic 4: 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

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