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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Passing Score: | 65% |
| Available Languages: | English |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Price: | US$433 |
| Real Exam Qty: | 60 |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | Not stated on the current official exam page |
| Exam Format: | Multiple choice, Closed book |
| 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 |
|---|---|
| Topic 1: Resilience | - Managing workplace pressure - Recognising signs of stress - Emotional resilience |
| Topic 2: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 3: Quality Assurance Programme | - Quality assurance activities - Customer satisfaction surveys - Quality assurance practices - Service desk metrics |
| Topic 4: Relationship Management | - Cultural awareness - Customer relationships - Collaboration and teamwork |
| Topic 5: Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation |
| Topic 6: IT Service Management | - Problem management - Incident management - Knowledge management - Information security management - Service request management |
| Topic 7: AI and Automation | - Benefits and challenges of AI and automation - AI in service management - Automation in service management |
| Topic 8: Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management components |
| Topic 9: Effective Rapport and Conflict Management Skills | - Building rapport - Negotiation - Emotional intelligence - Conflict management |
| Topic 10: Effective Communication Skills and Competencies | - Adapting communication to different customers - Active listening - Formal and informal communication - Verbal and non-verbal communication |
| Topic 11: Support Methods | - Support delivery methods - Remote support - Self-service |
| Topic 12: Problem-Solving | - Creative problem-solving - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning |
Peoplecert Service Desk Analyst v9 Sample Questions:
Question #1
How does an effective Service Catalogue reduce ambiguity for Service Desk Analysts?
- A. By providing clear guidance on available services and the correct way to handle them
- B. By removing service definitions to improve flexibility
- C. By allowing analysts to decide how services should be delivered
- D. By focusing only on incident resolution times
Correct Answer: A 🗳️
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Question #2
Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- B. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
- C. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- D. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
Correct Answer: D 🗳️
Question #3
What is Natural Language Processing (NLP)?
- A. NLP focuses on enabling machines to interact with humans through language
- B. NLP is focused on the translation of languages
- C. NLP enables computers to understand, interpret, and generate human language
- D. NLP is concerned with analysing numerical data
Correct Answer: C 🗳️
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Question #4
Which action BEST supports the purpose of Major Incident Management during a major service outage?
- A. Prioritising rapid service restoration over detailed root cause analysis
- B. Delaying resolution until the permanent fix is identified
- C. Escalating all incidents to senior management regardless of impact
- D. Closing the incident once it has been logged
Correct Answer: A 🗳️
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Question #5
Which of the following BEST describes automation?
- A. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.
- B. The complete replacement of human involvement in service management activities through the use of advanced technologies.
- C. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.
- D. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.
Correct Answer: A 🗳️
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By Prescott
