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HDI QQ0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem & Change Management | 20% | - Problem Identification & Analysis - Root Cause Resolution - Change Control Processes |
| Topic 2: Business Continuity & Quality | 15% | - Business Continuity Planning - Quality Assurance & Improvement |
| Topic 3: Service Level Management | 15% | - SLA Definition & Monitoring - Service Level Reporting |
| Topic 4: Metrics & Reporting | 15% | - Performance Indicators - Data Analysis & Reporting |
| Topic 5: Knowledge Management | 15% | - Information Sharing & Access - Knowledge Capture & Maintenance |
| Topic 6: Service Desk Operations | 20% | - Request Fulfillment - Operational Procedures - Incident Management |
