Try Peoplecert : SDA valid & accurate questions and answers
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 Format: | Closed book, Multiple choice |
| Exam Duration: | 60 minutes |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Real Exam Qty: | 60 |
| Exam Price: | US$433 |
| Certificate Validity Period: | Not stated on the current official exam page |
| Passing Score: | 65% |
| Available Languages: | English |
| 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 |
|---|---|
| Relationship Management | - Customer relationships - Collaboration and teamwork - Cultural awareness |
| Support Methods | - Remote support - Support delivery methods - Self-service |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Managing Customer Feedback | - Feedback management components - Using feedback for service improvement - Purpose and objectives of feedback management |
| Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Effective Communication Skills and Competencies | - Formal and informal communication - Adapting communication to different customers - Active listening - Verbal and non-verbal communication |
| Problem-Solving | - Creative problem-solving - Critical thinking - Inductive and deductive reasoning - Problem-solving techniques |
| AI and Automation | - Benefits and challenges of AI and automation - AI in service management - Automation in service management |
| IT Service Management | - Information security management - Service request management - Incident management - Problem management - Knowledge management |
| Effective Rapport and Conflict Management Skills | - Conflict management - Building rapport - Emotional intelligence - Negotiation |
| Quality Assurance Programme | - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities - Service desk metrics |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is the CORRECT order for Change Enablement activities?
1. Authorisation of the Change
2. Log and Register the Change Request
3. Coordination and Communication
4. Assess and Evaluate the Change
5. Implement the Change
6. Close the Change Request
7. Review the Change success and objectives
- A. 2, 4, 1, 3, 5, 7, 6
- B. 1, 2, 3, 4, 5, 6, 7
- C. 2, 1, 3, 4, 5, 6, 7
- D. 1, 3, 2, 5, 7, 6, 4
Correct Answer: A 🗳️
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Which technique would an analyst use to establish effective relationships with customers?
- A. Maintaining a positive attitude
- B. Demonstrate little understanding of customers business activities
- C. Avoid answering customers questions in full
- D. Use technical language when communicating with all customers
Correct Answer: A 🗳️
Explanation: Only visible for Exams-boost members. You can sign-up / login (it's free).
Which statement BEST describes the purpose of a Service Desk mission statement?
- A. Ensure that all staff understand what the Service Desk aspires to be
- B. Align support goals with the organisation's goals
- C. To demonstrate that the Service Desk is forward thinking
- D. Identify the main purpose and role of the Service Desk
Correct Answer: D 🗳️
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Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To remove accountability for operational performance
- B. To replace all existing performance measures
- 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 Exams-boost members. You can sign-up / login (it's free).
Which is NOT a step in de-escalating an interaction?
- A. Maintain emotional control
- B. Clarify the situation
- C. Validate the emotion
- D. Offer clear options or next steps
Correct Answer: A 🗳️
Explanation: Only visible for Exams-boost members. You can sign-up / login (it's free).
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