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| Section | Weight | Objectives |
|---|---|---|
| Communication and Customer Service | 25% | - Managing difficult interactions and expectations - Verbal, non-verbal, and written communication - Customer service principles and expectations - Effective communication techniques |
| Professionalism and Roles | 20% | - Professional standards and ethics - Roles and responsibilities of Service Desk analysts - Purpose and value of the Service Desk - Cultural awareness and diversity |
| Problem Solving & Continuous Improvement | 10% | - Structured problem-solving approaches - Prioritization and categorization - Quality and continuous improvement concepts |
| Service Management Processes | 30% | - Request fulfillment - Service level agreements (SLAs) and targets - Change management awareness - Incident management lifecycle - Problem management basics |
| Tools, Technology & Knowledge Management | 15% | - Basic metrics and reporting - IT Service Management (ITSM) systems - Support tools and remote assistance - Knowledge base usage and contribution |
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