SDI SD0-401 : Service Desk Foundation Qualification Exam

Number of questions: 119
Last Update: Jul 10, 15
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SDI SD0-401 Exam Description and Topics

The SDI SD0-401 Service Desk Foundation exam and qualification program serve as an introduction program to the service desk and important terms and concepts. It will test knowledge related to core service management processes and the skills needed to identify and deliver productive support within the service desk IT environment.

The SDI SD0-401 certification is ideal for individuals looking to become service and support professionals. It will provide access to becoming a support analyst and other related jobs. To prepare for this exam, it is highly recommended that candidates enroll in the two-day, in-house SDF training course which introduce candidates to the service field program and familiarize them with important information, much of which will be found on the exam. Downloading a course overview and registering for the course/exam can occur at the SDI-E website.

The SDI SD0-401 exam will cover the following areas of knowledge:

1. Processes and procedures. Key concepts of incident management and service management will be tested, including security, quality assurance, metrics, and service level agreements.

2. Relationship and conflict management. Participants should be familiar with teamwork, customer-client relationships, and dealing with customer problems.

3. Communication skills. Participants must demonstrate effective communication skills and a positive approach to the service environment. In addition, participants must be aware of the importance of the service desk within a business or organization.