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SD0-101 Exam Format | SD0-101 Course Contents | SD0-101 Course Outline | SD0-101 Exam Syllabus | SD0-101 Exam Objectives

Test Details:

- Exam Name: SDI SD0-101 Service Desk Analyst Qualification

- Exam Format: Multiple-choice questions

- Exam Duration: 60 minutes

- Passing Score: 70%

- Prerequisites: None

- Certification Validity: Lifetime



Course Outline: SDI SD0-101 Service Desk Analyst Qualification



I. Introduction to Service Desk

A. Role and responsibilities of a service desk analyst

B. Service desk processes and best practices

C. Customer service skills and communication techniques



II. Service Desk Operations

A. Incident management and ticket handling

B. Problem management and escalation procedures

C. Change management and release processes



III. IT Service Management (ITSM) Frameworks

A. ITIL (Information Technology Infrastructure Library)

B. COBIT (Control Objectives for Information and Related Technologies)

C. ISO/IEC 20000 (IT Service Management Standard)



IV. Service Desk Tools and Technologies

A. Service desk software and ticketing systems

B. Remote support tools and technologies

C. Knowledge management and self-service portals



V. Customer Relationship Management (CRM)

A. Customer satisfaction measurement and feedback

B. Handling difficult customers and challenging situations

C. Continuous improvement and service excellence



VI. Service Desk Metrics and Reporting

A. Key performance indicators (KPIs) for service desk

B. SLA (Service Level Agreement) management and reporting

C. Performance analysis and improvement strategies



Exam Objectives:

- Understand the role and responsibilities of a service desk analyst

- Apply service desk processes and best practices

- Demonstrate customer service skills and effective communication techniques

- Familiarize with ITSM frameworks, including ITIL, COBIT, and ISO/IEC 20000

- Utilize service desk tools and technologies effectively

- Manage customer relationships and handle challenging situations

- Measure and report service desk performance using metrics and KPIs



Syllabus:

The syllabus for the SDI SD0-101 Service Desk Analyst Qualification course will cover the following topics:

- Introduction to Service Desk

- Service Desk Operations

- IT Service Management (ITSM) Frameworks

- Service Desk Tools and Technologies

- Customer Relationship Management (CRM)

- Service Desk Metrics and Reporting

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