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