Purchase Peoplecert : SDA Exam Materials and then pass exam easily
Updated: Sep 28, 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 |
| Passing Score: | 65% |
| Exam Duration: | 60 minutes |
| Exam Price: | US$433 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Available Languages: | English |
| Exam Format: | Closed book, Multiple choice |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | Not stated on the current official exam page |
| 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 | - Problem-solving techniques - Creative problem-solving - Inductive and deductive reasoning - Critical thinking |
| Managing Practices, Processes and Procedures | - Documentation - Structured practices and procedures - Interaction handling |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Relationship Management | - Collaboration and teamwork - Cultural awareness - Customer relationships |
| Effective Rapport and Conflict Management Skills | - Building rapport - Conflict management - Negotiation - Emotional intelligence |
| Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management components |
| AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
| Effective Communication Skills and Competencies | - Active listening - Verbal and non-verbal communication - Formal and informal communication - Adapting communication to different customers |
| Resilience | - Recognising signs of stress - Emotional resilience - Managing workplace pressure |
| Support Methods | - Support delivery methods - Self-service - Remote support |
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| IT Service Management | - Knowledge management - Information security management - Incident management - Problem management - Service request management |
Peoplecert Service Desk Analyst v9 Sample Questions:
What is Natural Language Processing (NLP)?
- A. NLP enables computers to understand, interpret, and generate human language
- B. NLP focuses on enabling machines to interact with humans through language
- C. NLP is focused on the translation of languages
- D. NLP is concerned with analysing numerical data
Correct Answer: A 🗳️
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Which of the following statements about closed questions is TRUE?
- A. They are intended to draw more information from customers
- B. They allow the customer to elaborate
- C. They are more difficult to answer
- D. They are intended to obtain specific information
Correct Answer: D 🗳️
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Which of the following statements about why Continual Improvement is important and what it does is INCORRECT?
- A. Continual Improvement does this by continually improving products, services, and practices over time
- B. Continual Improvement does this by resolving incidents as quickly as possible when they occur
- C. Continual Improvement is important because it helps align services and practices with changing business needs
- D. Continual Improvement is important because it enhances service quality, efficiency, and business alignment
Correct Answer: B 🗳️
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Which of the following statements describing why DEIB is important in a Service Desk is TRUE?
1. Creates a workplace where everyone feels safe, empowered, and motivated
2. Reflects and serves a diverse customer base more effectively
- A. None of the above
- B. 1 only
- C. 2 only
- D. Both 1 and 2
Correct Answer: D 🗳️
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What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?
- A. Empathy
- B. Responsibility
- C. Confidence
- D. Assertiveness
Correct Answer: C 🗳️
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