Purchase Peoplecert : SDA Exam Materials and then pass exam easily
Last Updated: Sep 28, 2026
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Managing Practices, Processes and Procedures | - Documentation quality and consistency - Structured practices and procedures - Interaction handling |
| AI and Automation | - Automation in service management - Benefits of AI and automation - Challenges and considerations - AI in service management |
| Problem-Solving | - Inductive and deductive reasoning - Critical thinking - Creative approaches to problem-solving - Problem-solving techniques |
| Roles and Responsibilities | - Service excellence and professional behaviour - Personal and team standards - Service Desk Analyst roles and responsibilities |
| Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management process |
| Communication Skills | - Verbal and non-verbal communication - Adapting communication to different people - Formal and informal communication - Active listening |
| IT Service Management | - Information security management - Problem management - Knowledge management - Service request management - Incident management |
| Resilience | - Emotional resilience - Managing workplace pressure - Positive and negative signs of stress |
| Quality Assurance | - Service desk metrics - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities |
| Rapport and Conflict Management | - Conflict management - Emotional intelligence - Negotiation - Building rapport with customers and colleagues |
| Relationship Management | - Cultural awareness - Building relationships with customers and colleagues - Collaboration and teamwork |
| Support Channels | - Self-service - Remote support - Support delivery methods |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which statement BEST captures the boundary between Experience Management and traditional service performance management?
- A. Experience Management replaces the need for operational performance reporting
- B. Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone
- C. Experience Management measures experience independently of organisational objectives
- D. Experience Management applies only after services have been delivered
Correct Answer: B 🗳️
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Why are Voice of the Customer (VoC) initiatives a necessary element of a CX program?
- A. They eliminate the need for perception measurement
- B. They replace experience-focused training
- C. They focus solely on operational efficiency
- D. They provide direct customer input that informs understanding of the experience being delivered
Correct Answer: D 🗳️
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'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
- A. Self-Logging
- B. Self-Service
- C. Automation
- D. AI
Correct Answer: C 🗳️
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Linking to continual improvement initiatives is a KEY component of which process?
- A. Service Continuity Management
- B. Service Desk
- C. Governance
- D. Feedback Management
Correct Answer: D 🗳️
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How does an effective Service Catalogue reduce ambiguity for Service Desk Analysts?
- A. By allowing analysts to decide how services should be delivered
- B. By focusing only on incident resolution times
- C. By providing clear guidance on available services and the correct way to handle them
- D. By removing service definitions to improve flexibility
Correct Answer: C 🗳️
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