Prepare with Peoplecert SDA exam torrent, pass for sure
Updated: Sep 18, 2026
No. of Questions: 62 Questions & Answers with Testing Engine
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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 Price: | US$433 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Format: | Closed book, Multiple choice |
| Certificate Validity Period: | Not stated on the current official exam page |
| Available Languages: | English |
| Passing Score: | 65% |
| Exam Duration: | 60 minutes |
| 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 |
|---|---|
| Problem-Solving | - Creative problem-solving - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning |
| Managing Customer Feedback | - Feedback management components - Using feedback for service improvement - Purpose and objectives of feedback management |
| Resilience | - Recognising signs of stress - Emotional resilience - Managing workplace pressure |
| AI and Automation | - Benefits and challenges of AI and automation - Automation in service management - AI in service management |
| Quality Assurance Programme | - Service desk metrics - Quality assurance practices - Quality assurance activities - Customer satisfaction surveys |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Support Methods | - Remote support - Support delivery methods - Self-service |
| IT Service Management | - Information security management - Service request management - Incident management - Knowledge management - Problem management |
| Effective Communication Skills and Competencies | - Formal and informal communication - Active listening - Adapting communication to different customers - Verbal and non-verbal communication |
| Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation |
| Relationship Management | - Cultural awareness - Customer relationships - Collaboration and teamwork |
| Effective Rapport and Conflict Management Skills | - Emotional intelligence - Negotiation - Conflict management - Building rapport |
Peoplecert Service Desk Analyst v9 Sample Questions:
What is the final step in the troubleshooting model?
- A. Utilise the relevant troubleshooting technique
- B. Continual Improvement
- C. Analyse the information
- D. Communicate the resolution (or next steps) to the customer
Correct Answer: D 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
Which of the following is an important reason for following processes and procedures?
- A. It ensures consistent service delivery
- B. It records and documents incidents
- C. It enables knowledge sharing
- D. It assists with auditing
Correct Answer: A 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
How does an effective Service Catalogue reduce ambiguity for Service Desk Analysts?
- A. By focusing only on incident resolution times
- B. By providing clear guidance on available services and the correct way to handle them
- C. By removing service definitions to improve flexibility
- D. By allowing analysts to decide how services should be delivered
Correct Answer: B 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
What action could an analyst undertake to protect the image of the Service Desk?
- A. Keep customers advised of the steps being taken to resolve their issues
- B. Take ownership of Service Desk interactions for important customers
- C. Tell the customer that the issue was caused by another team
- D. Give customers accurate and relevant information only when asked
Correct Answer: A 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
'Supporting employee well-being through healthy initiatives, ensuring that Service Desk staff can thrive both personally and professionally' is the definition of which element of Employee Experience?
- A. Emotional Resilience
- B. Wellbeing
- C. Challenger Safety
- D. Work-life balance
Correct Answer: B 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
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