Peoplecert Service Desk Analyst v9 : SDA Exam
- Exam Code: SDA
- Exam Name: Service Desk Analyst v9
- Updated: Sep 24, 2026
- Q & A: 62 Questions and Answers
About Peoplecert Service Desk Analyst v9 : SDA Exam Questions
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: AI and Automation | - AI in service management - Automation in service management - Benefits and challenges of AI and automation |
| Topic 2: Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices - Service desk metrics |
| Topic 3: Support Methods | - Support delivery methods - Self-service - Remote support |
| Topic 4: Relationship Management | - Cultural awareness - Collaboration and teamwork - Customer relationships |
| Topic 5: Effective Rapport and Conflict Management Skills | - Emotional intelligence - Conflict management - Building rapport - Negotiation |
| Topic 6: Problem-Solving | - Critical thinking - Creative problem-solving - Inductive and deductive reasoning - Problem-solving techniques |
| Topic 7: Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Topic 8: IT Service Management | - Information security management - Problem management - Incident management - Service request management - Knowledge management |
| Topic 9: Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
| Topic 10: Effective Communication Skills and Competencies | - Verbal and non-verbal communication - Formal and informal communication - Adapting communication to different customers - Active listening |
| Topic 11: Managing Customer Feedback | - Using feedback for service improvement - Feedback management components - Purpose and objectives of feedback management |
| Topic 12: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following actions does NOT demonstrate sensitivity and respect for other cultures?
- A. Recognizing the value of diversity
- B. Imposing your own values and beliefs
- C. Accept and respect the value of different approaches
- D. Understanding the impact of unconscious bias
Correct Answer: B 🗳️
Explanation: Only visible for DumpsActual members. You can sign-up / login (it's free).
Which technique would an analyst use to establish effective relationships with customers?
- A. Maintaining a positive attitude
- B. Avoid answering customers questions in full
- C. Demonstrate little understanding of customers business activities
- D. Use technical language when communicating with all customers
Correct Answer: A 🗳️
Explanation: Only visible for DumpsActual members. You can sign-up / login (it's free).
When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
- A. 1, 3 and 4
- B. 2, 3 and 4
- C. 1, 2 and 3
- D. All of the above
Correct Answer: D 🗳️
Explanation: Only visible for DumpsActual members. You can sign-up / login (it's free).
Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To replace all existing performance measures
- B. To remove accountability for operational performance
- C. To extend service measurement beyond speed and performance into how services are experienced by users
- D. To prioritise customer feedback over service delivery
Correct Answer: C 🗳️
Explanation: Only visible for DumpsActual members. You can sign-up / login (it's free).
Which of these are common causes of stress in the workplace?
A) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development
- A. A, C and D
- B. A, B and C
- C. A, B and D
- D. B, C and D
Correct Answer: B 🗳️
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