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Exam Code: HDI-SCA
Exam Name: HDI Support Center Analyst
Total Questions: 114 multiple-choice questions (Q&As).
Time Allotted: 90 minutes (1.5 hours).
Passing Marks: 80% (approximately 91 correct answers out of 114).

- Role of the Support Center Analyst
- Support Industry Evolution
- The Role of the Analyst
- The Value of the Analyst

- The Future of Service and Support
- Support Industry Evolution
- The Role of the Analyst
- The Value of the Analyst
- The Future of Service and Support

- Structural Framework of Service and Support
- Understanding the Business
- Structural Components Overview
- Strategy
- Services
- Service Level Management
- Standard Operating Procedures
- Business Alignment

- Service Management Processes
- Best Practices for Service and Support
- Incident Management
- Request Fulfillment
- Access Management
- Security Management
- Knowledge Management

- Tools, Technology, and Service Delivery
- Systems Thinking Approach
- ITIL Support Tools and Technology
- Support Delivery Methods
- Social Media

- Understanding Metrics
- Systems Thinking - Applied to Metrics
- Metrics
- Dashboards
- Quality Assurance

- Communication Essentials
- Active Listening
- Voice Components
- Effective Word Choices
- Written Communication
- Effective Cross-Cultural Communication

- Troubleshooting & Incident Management
- Troubleshooting and Problem-Solving
- The Incident Management Process

- Customer Management Skills
- Challenging Customer Behaviors
- Emotional Intelligence
- Expressing Empathy
- Managing Customer Behaviors

- Personal & Professional Development
- SWOT Assessment
- Personal Development Skills Overview
- Time Management
- Stress Management
- Managing Your Career