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Peoplecert SDA Exam Overview:
| Certification Vendor: | PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA |
| Certificate Validity Period: | No expiration stated by PeopleCert |
| Passing Score: | 65% |
| Real Exam Qty: | 60 |
| Exam Format: | Multiple choice, Closed book |
| Exam Duration: | 60 minutes |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Price: | US$433 |
| Available Languages: | English |
| Recommended Training: | PeopleCert Service Desk Analyst v9 |
| Exam Registration: | PeopleCert Service Desk Analyst v9 Official Exam Page PeopleCert SDI Qualifications |
| Sample Questions: | Peoplecert SDA Sample Questions |
| Exam Way: | Online proctored examination; candidates can take the exam remotely from home or an office. |
| Pre Condition: | No formal prerequisite is stated on the current PeopleCert product page. The qualification is intended for service desk analysts and first-level support operatives; PeopleCert states that the exam can be taken remotely up to one year after completing the course. |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/SDI-35/service-desk-analyst-sda-v9-2026-4150 |
Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Quality Assurance | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| Topic 2: Rapport and Conflict Management | - Building rapport with customers and colleagues - Conflict management - Emotional intelligence - Negotiation |
| Topic 3: Relationship Management | - Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork |
| Topic 4: Problem-Solving | - Problem-solving techniques - Inductive and deductive reasoning - Critical thinking - Creative approaches to problem-solving |
| Topic 5: Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
| Topic 6: Managing Customer Feedback | - Feedback management process - Purpose and objectives of feedback management - Using feedback for service improvement |
| Topic 7: Communication Skills | - Verbal and non-verbal communication - Active listening - Adapting communication to different people - Formal and informal communication |
| Topic 8: IT Service Management | - Information security management - Incident management - Service request management - Knowledge management - Problem management |
| Topic 9: Support Channels | - Support delivery methods - Remote support - Self-service |
| Topic 10: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour |
| Topic 11: AI and Automation | - Challenges and considerations - Automation in service management - AI in service management - Benefits of AI and automation |
| Topic 12: Resilience | - Positive and negative signs of stress - Managing workplace pressure - Emotional resilience |
Peoplecert Service Desk Analyst v9 Sample Questions:
Question #1
Which is a benefit of having a good ITSM tool?
- A. Customer reliance on the Service Desk
- B. Integration with other departments
- C. Automation of all tasks
- D. Personalised knowledge base
Correct Answer: B 🗳️
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Question #2
Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To remove accountability for operational performance
- B. To extend service measurement beyond speed and performance into how services are experienced by users
- C. To prioritise customer feedback over service delivery
- D. To replace all existing performance measures
Correct Answer: B 🗳️
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Question #3
What is defined as "A formal request from a customer for information, advice, or a standard change or for access to an IT service, or to provide standard IT services for a new customer"?
- A. A Problem
- B. A Request for Change
- C. An Incident
- D. A Service Request
Correct Answer: D 🗳️
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Question #4
Which of these is a benefit of active listening?
- A. Customer satisfaction is guaranteed
- B. The customer's emotional state doesn't change
- C. Call time is minimised
- D. The Service Desk's credibility is established
Correct Answer: D 🗳️
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Question #5
Which option describes a disadvantage of self-service technology?
- A. Customers prefer contact with a human
- B. Allows Service Desk staff to focus on more complex issues
- C. The service is more personalized
- D. It is easy to update
Correct Answer: A 🗳️
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By Sidney
