Peoplecert Service Desk Analyst v9 : SDA
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:
| Section | Objectives |
|---|---|
| Analyst Skills | - Communication Skills
- Rapport and Conflict Management |
| Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
| Service Management Practices | - Problem Management - Incident Management - Change Enablement and Escalation - Knowledge Management - Information Security Management - Service Request Management |
| Customer and Employee Experience | - Feedback Management - Quality Assurance and Metrics - Employee Experience and DEIB - Customer Experience (CX) and XLAs |
| Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which statement BEST describes the purpose of a Service Desk mission statement?
- A. Align support goals with the organisation's goals
- B. To demonstrate that the Service Desk is forward thinking
- C. Ensure that all staff understand what the Service Desk aspires to be
- D. Identify the main purpose and role of the Service Desk
Correct Answer: D 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
Which activity should you AVOID when interacting with a customer?
- A. Attempting to resolve their issue using remote support
- B. Paraphrasing their explanation of the issue for clarity
- C. Placing them on hold briefly whilst you consult a colleague
- D. Asking for information that has already been provided
Correct Answer: D 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
How does an effective Service Catalogue reduce ambiguity for Service Desk Analysts?
- A. By removing service definitions to improve flexibility
- 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 allowing analysts to decide how services should be delivered
Correct Answer: C 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
What is defined as "A formal request from a customer for information, advice, or a standard change or for access to an IT service, or to provide standard IT services for a new customer"?
- A. An Incident
- B. A Request for Change
- C. A Problem
- D. A Service Request
Correct Answer: D 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
Which is NOT a step in de-escalating an interaction?
- A. Offer clear options or next steps
- B. Maintain emotional control
- C. Validate the emotion
- D. Clarify the situation
Correct Answer: B 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
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