Peoplecert SDA : Service Desk Analyst v9
- Exam Code: SDA
- Exam Name: Service Desk Analyst v9
- Updated: Sep 18, 2026 Q & A: 62 Questions and Answers
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management process |
| Topic 2: AI and Automation | - Automation in service management - Benefits of AI and automation - Challenges and considerations - AI in service management |
| Topic 3: Resilience | - Managing workplace pressure - Emotional resilience - Positive and negative signs of stress |
| Topic 4: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour - Personal and team standards |
| Topic 5: Managing Practices, Processes and Procedures | - Documentation quality and consistency - Interaction handling - Structured practices and procedures |
| Topic 6: Rapport and Conflict Management | - Building rapport with customers and colleagues - Conflict management - Emotional intelligence - Negotiation |
| Topic 7: Relationship Management | - Collaboration and teamwork - Building relationships with customers and colleagues - Cultural awareness |
| Topic 8: IT Service Management | - Incident management - Service request management - Information security management - Problem management - Knowledge management |
| Topic 9: Problem-Solving | - Creative approaches to problem-solving - Problem-solving techniques - Inductive and deductive reasoning - Critical thinking |
| Topic 10: Support Channels | - Remote support - Self-service - Support delivery methods |
| Topic 11: Communication Skills | - Adapting communication to different people - Active listening - Verbal and non-verbal communication - Formal and informal communication |
| Topic 12: Quality Assurance | - Service desk metrics - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which is a benefit of having a good ITSM tool?
- A. Automation of all tasks
- B. Personalised knowledge base
- C. Customer reliance on the Service Desk
- D. Integration with other departments
Correct Answer: D 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
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. Closing the incident once it has been logged
- C. Escalating all incidents to senior management regardless of impact
- D. Delaying resolution until the permanent fix is identified
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information
- A. 2, 3 and 4
- B. 1, 2 and 4
- C. 1, 2 and 3
- D. 1, 3 and 4
Correct Answer: C 🗳️
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What of the following are elements required for writing professional business communications?
1. Including a copy to your entire team in the communication
2. Writing clearly and concisely
3. Taking the time to proof read the communication
4. Using punctuation correctly
- A. 2, 3 and 4
- B. 1, 2 and 4
- C. 1, 2 and 3
- D. 1, 3 and 4
Correct Answer: A 🗳️
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Which statement BEST captures the boundary between Experience Management and traditional service performance management?
- A. Experience Management measures experience independently of organisational objectives
- B. Experience Management replaces the need for operational performance reporting
- C. Experience Management applies only after services have been delivered
- D. Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone
Correct Answer: D 🗳️
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