PDF Version DemoPeoplecert SDA Exam Overview:
| Certification Vendor: | PeopleCert / SDI |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA-v9 |
| Exam Price: | US$433.00 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 60 minutes |
| Exam Format: | Multiple Choice, Web-proctored, Closed Book |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Passing Score: | 65% (39 out of 60) |
| Recommended Training: | SDI Accredited Training Providers |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | Peoplecert SDA Sample Questions |
| Exam Way: | Online web-proctored; remotely accessible |
| Pre Condition: | No formal prerequisites; recommended for service desk analysts and first-level support operatives |
| 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 |
|---|---|
| Analyst Skills | - Communication Skills
- Resilience and Emotional Awareness |
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Service Management Practices | - Service Request Management - Change Enablement and Escalation - Problem Management - Incident Management - Information Security Management - Knowledge Management |
| Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Customer and Employee Experience | - Employee Experience and DEIB - Feedback Management - Quality Assurance and Metrics - Customer Experience (CX) and XLAs |
Peoplecert Service Desk Analyst v9 Sample Questions:
Question #1
How does smart shifting change where issues are resolved within the support model?
A. It moves issue resolution closer to the point of origin by enabling lower-tier support or customers to resolve issues earlier
B. It removes the need for defined support tiers
C. It delays resolution until detailed technical analysis is completed
D. It shifts all incidents directly to specialist technical teams
Question #2
'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?
A. Diversity
B. Belonging
C. Inclusion
D. Equity
Question #3
Which of these are the responsibilities of the Service Desk in information security management?
1. Password resets
2. Updating a Service Level Agreement
3. Confirming the identity of customers
4. Issuing official warnings to customers suspected of security breaches
A. 1 and 2
B. 2 and 4
C. 1 and 3
D. 2 and 3
Question #4
Which of the following is NOT a benefit of professionally managing an interaction?
A. A repeatable service is created
B. Customer satisfaction levels increase
C. Service Desk credibility is eroded
D. Customers are kept informed and engaged
Question #5
What is Natural Language Processing (NLP)?
A. NLP focuses on enabling machines to interact with humans through language
B. NLP enables computers to understand, interpret, and generate human language
C. NLP is focused on the translation of languages
D. NLP is concerned with analysing numerical data
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: C | Question #3 Correct Answer: C | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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