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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Exam Format: | Closed book, Multiple choice |
| Available Languages: | English |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Price: | US$433 |
| Exam Duration: | 60 minutes |
| Passing Score: | 65% |
| Certificate Validity Period: | Not stated on the current official exam page |
| Real Exam Qty: | 60 |
| Sample Questions: | Peoplecert SDA Sample Questions |
| Exam Way: | Online proctored remote exam; can be taken from home or office, 24/7. |
| Pre Condition: | No prerequisite is explicitly stated on the current official PeopleCert exam page. The official page states that the exam may be taken remotely up to 1 year after 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 |
|---|---|
| Relationship Management | - Collaboration and teamwork - Customer relationships - Cultural awareness |
| Effective Communication Skills and Competencies | - Adapting communication to different customers - Formal and informal communication - Active listening - Verbal and non-verbal communication |
| AI and Automation | - Automation in service management - AI in service management - Benefits and challenges of AI and automation |
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
| Problem-Solving | - Inductive and deductive reasoning - Creative problem-solving - Critical thinking - Problem-solving techniques |
| IT Service Management | - Problem management - Incident management - Information security management - Knowledge management - Service request management |
| Managing Customer Feedback | - Feedback management components - Purpose and objectives of feedback management - Using feedback for service improvement |
| Effective Rapport and Conflict Management Skills | - Conflict management - Building rapport - Emotional intelligence - Negotiation |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Support Methods | - Support delivery methods - Self-service - Remote support |
| Resilience | - Recognising signs of stress - Managing workplace pressure - Emotional resilience |
Peoplecert Service Desk Analyst v9 Sample Questions:
How would an SDA benefit from using a 'Super Channel' for support?
- A. Limited Subject Matter Expert access
- B. Real-time updates
- C. Increased workload
- D. Reduced collaboration
Correct Answer: B 🗳️
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Which of the following actions does NOT demonstrate sensitivity and respect for other cultures?
- A. Understanding the impact of unconscious bias
- B. Accept and respect the value of different approaches
- C. Recognizing the value of diversity
- D. Imposing your own values and beliefs
Correct Answer: D 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
During a customer interaction you realise the customer is starting to get annoyed.
Which is the BEST skill to use in this situation?
- A. Closed questioning
- B. Assertiveness
- C. Call management
- D. Emotional intelligence
Correct Answer: D 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
Which of the following is an effective way to determine the priority of an incident?
- A. Understand if the incident can be resolved before lunchtime
- B. Understand how busy the appropriate resolver group is before escalating
- C. Understand the number of people affected
- D. Understand if the person raising the incident should receive a higher priority
Correct Answer: C 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
- A. Self-Service
- B. AI
- C. Self-Logging
- D. Automation
Correct Answer: D 🗳️
Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).
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