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QQ0-401 Exam Format | QQ0-401 Course Contents | QQ0-401 Course Outline | QQ0-401 Exam Syllabus | QQ0-401 Exam Objectives

EXAM CODE: QQ-401

EXAM NAME: SDI-Service Desk Foundation Qualification



The Service Desk Institute (SDI) has been connecting service desk professionals across the world since 1988 and is the leading global community for everyone working in the service desk industry. Our mission is to inspire service desks and support teams to be brilliant.



Domain 1: Professionalism and Roles



Module 1: Service Desk



Purpose of the Service Desk

Activities of the Service Desk that Demonstrate its Values

Role of Service Desk Leadership and Management

Module 2: Service Desk Analyst



Role of the Service Desk Analyst

Responsibilities of the Service Desk Analyst

Module 3: Best Practice



Sources of Service Desk and IT Methodologies and Best Practice

Maintain Knowledge of IT Standards, Frameworks, and Methodologies

Module 4: Policies and Governance

Purpose of Organisational Policies

Areas Covered by Organisational Policies

Module 5: Personal Accountability



Importance of Making and Honouring Commitments

How to Protect and Enhance the Image of the Service Desk=>

Module 6: Service Attitude



Explain the Terms: Attributes, Skills and Knowledge

Characteristics of a Good Service Attitude

Impact of a Good Service Attitude

Skills Required to Deliver Excellent Customer Service

Module 7: Teamwork



Basic Concepts of Teamwork

Responsibilities of People Working in a Team Environment

Benefits of Teamwork

Characteristics of an Effective Team

Features Found in a Supportive Workplace

Module 8: Business Relationships



Behaviours for Establishing Effective Relationships with Customers

Module 9: Cultural Awareness



Demonstrate Sensitivity and Respect for Other Cultures

Practice Techniques for Communicating Cross-Culturally

Domain 2: Analyst Skills



Module 10: Communication



Describe Ways People Communicate

Difference Between Formal and Informal Communications

Barriers to Effective Communication

Module 11: Verbal and Non-Verbal Communication Skill



Principles of Good Verbal skills

Principles of Good Non-Verbal Communication Skills

Module 12: Listening Skills



Principles of Active Listening

Paraphrasing and its Significance

Advantages of Active Listening

Barriers to listening and Understanding

Module 13: Written Communication



Using Correct Grammar and Spelling is Essential in Documentation and Written Communications

Components Needed for Writing Professional Business Communications and Documentation

Module 14: Questioning Skills



Difference Between Open and Closed Questioning

Structured Questioning Technique

Module 15: Problem Solving



Skills Needed for Effective Problem Solving

Steps in a Typical Problem-Solving Technique

Module 16: Rapport Techniques



Emotional Intelligence

Elements of Emotional Intelligence

Benefits of Emotional Intelligence

Common Customer Emotions or Actions that an Analyst Requires to Manage

Methods for Acknowledging the Customers

Techniques for Dealing with Negative Reactions from Customers

Module 17: Conflict and Negotiation Skills



Signs that Conflict is Developing

Appropriate Actions to Reduce and Eliminate Conflict

Define the Negotiation

Elements of Negotiation

Module 18: Interaction Management Skills



Benefits of Professionally Managing Interactions

Benefits of Using a Standard Greeting

Actions for Managing and Redirecting Issues Related to Unsupported Items

Behaviours and Situations to Avoid When Interacting with Customers

How to Manage an Abusive Customer=>

How to Manage an Angry Customer=>

How to Manage an Inconvenienced Customer=>

How to Manage an Over talkative Customer=>

How to Manage an Emotionally Distressed Customer=>

How to Manage a Customer that is Reluctant to End an Interaction=>

How to Professionally Disengage from a Support Interaction=>

Module 19: Resilience



Importance of Emotional Resilience

Common Causes of Stress

Signs of Positive Stress

Signs of Negative Stress

Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues

Actions that Reduce Stress

Module 20: Time Management



What Multitasking Means in a Support Environment=>

Techniques to Improve Time Management

Benefits of Effective Time Management

Module 21: Positive Approach and Attitude



Differences Between Aggressive, Assertive and Passive Behaviour

Importance of Demonstrating Confidence

How Confidence is Demonstrated=>

Module 22: Professional Development



Methods for Enhancing Personal Professional Development

Domain 3: Practices, Processes and Procedures



Module 23: Practices, Processes and Procedures



Practice, Process, and Procedure Management

Importance of Documenting Practices, Processes, and Procedures

Module 24: Incident Management



Purpose of Incident Management

Incident

Objectives of Incident Management

Principal Activities that the Service Desk Analyst Performs in Incident Management

Benefits of Effective Incident Management

Common Measures of Success for Incident Management

Module 25: Service Request Management



Purpose of Service Request Management

Service Request

Objectives of Service Request Management

Common Measures of Success for Service Request Management

Module 26: Recording Incidents and Requests



Primary Reasons for Recording Incidents and Requests

Procedure for, Information Required, to Raise an Incident or Service Request

Determine the Priority of an Incident or Service Request

Steps Required to Resolve an Incident or Service Request

Module 27: Explain the Two Types of Escalation



Two Types of Escalation

Circumstances in which Escalation is Suitable

Module 28: Status Updates



Importance of Status Updates

Information to Provide in a Status Update

Module 29: Problem Management



Purpose of Problem Management

Problem

Reactive and Proactive Problem Management

Objectives of Problem Management

Service Desks Responsibilities in Problem Management:

Three Phases of Problem Management

Primary Activities of Problem Management

Common Measures of Success for Problem Management

Module 30: Change Enablement



Purpose of Change Enablement

Describe a Change

Types of Change

Objectives of Change Enablement

Service Desks Responsibilities in Change Enablement

Activities in Change Enablement

Common Measures of Success for Change Enablement

Module 31: Service Level Management



Purpose of a Service Level Management

Objectives of Service Level Management

Service Level Agreement

Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)

Module 32: Service Catalogue Management



Purpose of Service Catalogue Management

Service Catalogue

Objectives of Service Catalogue Management

Necessary Components of an Entry in the Service Catalogue

Module 33: Service Delivery Model



Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services

Module 34: Knowledge Management



Purpose Knowledge Management

Objective of Knowledge Management

Why Knowledge Management is Important to the Service Des

Why it is Essential to Maintain Knowledge=>

Common Measures of Success for Knowledge Management

Module 34: Information Security Management



Purpose of Information Security Management

Objective of Information Security Management

Importance of Information Security Policies

Service Desks Responsibilities in Information Security Management

Potential Security Threats to the Organisation that Might Occur through the Service Desk

Types of Security Policies

Importance of Reporting Security Compromises

Importance of Legal Compliance

Importance of Software License Management

Importance of Confidentiality

Module 35: Service Continuity Management



Purpose and Responsibility of the Service Continuity Management

Purpose of a Service Continuity Plan

Components of a Service Continuity Plan

Module 36: Quality Assurance Program



Purpose of a Quality Assurance (QA) Program

Objectives of a Quality Assurance (QA) Program

Common QA Practices used by a Service Desk

Methods for Monitoring Calls and Other Interactions

What is Meant by Incident and Service Request Monitoring

Methods for Monitoring Incidents and Service Requests

Benefits of Interaction, Incident, and Service Request Monitoring

Module 37: Managing Customer Feedback



Purpose Managing Customer Feedback

Objectives of Managing Customer Feedback

Common Sources of Customer Feedback

Components of Managing Customer Feedback

Three Most Common Types of Surveys and the Importance of Each Type

Module 38: Service Desk Metrics and Statistics



Reason for Compiling Service Desk Metrics

Common Service Desk Metrics

Domain 4: Resources



Module 39: Support Methods



Methods Used for Delivering Service and Support

Purpose of Using IT Service Management Systems in a Service Desk Environment

Primary Objectives of Using IT Service Management Tools

Benefits of Remote Support

Common Disadvantages of Using Remote Support Tools

Benefits of Using Live Chat and Collaboration Tools

Commons Risks of Using Live Chat and Collaboration Tools

Describe Automatic Call Distribution (ACD)

Common Automatic Call Distribution (ACD) Features

Module 40: Self-Service



Describe Self-Service

Benefits of Self-Service

Risks of Self-Service

Common Examples of Self-Service

Module 41: Automation



Describe Automation

Examples of Automation

Module 42: Artificial Intelligence (AI)



Describe AI

Common Examples of AI

Benefits of AI

Challenges of AI

Module 43: Social Media

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