Peoplecert SDA : Service Desk Analyst v9

SDA real exams

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:

SectionObjectives
Supported Technology and Tools- Automation and AI in Service Management
- Support Channels and Self-Service
Service Management Practices- Problem Management
- Knowledge Management
- Information Security Management
- Service Request Management
- Incident Management
- Change Enablement and Escalation
Customer and Employee Experience- Feedback Management
- Customer Experience (CX) and XLAs
- Employee Experience and DEIB
- Quality Assurance and Metrics
Analyst Skills- Communication Skills
  • 1. Verbal and Non-Verbal Communication
    • 2. Active Listening and Questioning
      - Rapport and Conflict Management
      - Resilience and Emotional Awareness
      Roles and Responsibilities- Professional Standards and Ethics
      - Service Desk Purpose and Scope

      Peoplecert Service Desk Analyst v9 Sample Questions:

      Question #1

      Which of the following is a barrier to effective communication?

      • A. Avoiding the use of slang
      • B. Attempting to resolve an issue using remote support tools
      • C. Unconscious bias
      • D. Speaking clearly and concisely
      Reveal Solution  Discussion  0

      Correct Answer: C  🗳️

      Explanation: Only visible for ITexamReview members. You can sign-up / login (it's free).

      Question #2

      What is the final step in the troubleshooting model?

      • A. Communicate the resolution (or next steps) to the customer
      • B. Utilise the relevant troubleshooting technique
      • C. Continual Improvement
      • D. Analyse the information
      Reveal Solution  Discussion  0

      Correct Answer: A  🗳️

      Explanation: Only visible for ITexamReview members. You can sign-up / login (it's free).

      Question #3

      Which of the following is an important reason for following processes and procedures?

      • A. It assists with auditing
      • B. It enables knowledge sharing
      • C. It ensures consistent service delivery
      • D. It records and documents incidents
      Reveal Solution  Discussion  0

      Correct Answer: C  🗳️

      Explanation: Only visible for ITexamReview members. You can sign-up / login (it's free).

      Question #4

      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, 3 and 4
      • C. 1, 2 and 3
      • D. 1, 2 and 4
      Reveal Solution  Discussion  0

      Correct Answer: A  🗳️

      Explanation: Only visible for ITexamReview members. You can sign-up / login (it's free).

      Question #5

      Which option describes a disadvantage of self-service technology?

      • A. It is easy to update
      • B. Allows Service Desk staff to focus on more complex issues
      • C. The service is more personalized
      • D. Customers prefer contact with a human
      Reveal Solution  Discussion  0

      Correct Answer: D  🗳️

      Explanation: Only visible for ITexamReview members. You can sign-up / login (it's free).

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