Peoplecert SDA : Service Desk Analyst v9
- Exam Code: SDA
- Exam Name: Service Desk Analyst v9
- Updated: Sep 18, 2026
- Q & A: 62 Questions and Answers
About Peoplecert SDA Exam
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Analyst Skills | - Resilience and Emotional Awareness - Rapport and Conflict Management - Communication Skills
|
| Service Management Practices | - Service Request Management - Problem Management - Knowledge Management - Information Security Management - Change Enablement and Escalation - Incident Management |
| Customer and Employee Experience | - Customer Experience (CX) and XLAs - Employee Experience and DEIB - Feedback Management - Quality Assurance and Metrics |
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is a barrier to effective communication?
- A. Unconscious bias
- B. Avoiding the use of slang
- C. Attempting to resolve an issue using remote support tools
- D. Speaking clearly and concisely
Correct Answer: A 🗳️
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Which statement BEST captures the boundary between Experience Management and traditional service performance management?
- A. Experience Management measures experience independently of organisational objectives
- 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 replaces the need for operational performance reporting
- D. Experience Management applies only after services have been delivered
Correct Answer: B 🗳️
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Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- B. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- C. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- D. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
Correct Answer: B 🗳️
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What action could an analyst undertake to protect the image of the Service Desk?
- A. Tell the customer that the issue was caused by another team
- B. Give customers accurate and relevant information only when asked
- C. Keep customers advised of the steps being taken to resolve their issues
- D. Take ownership of Service Desk interactions for important customers
Correct Answer: C 🗳️
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What is Natural Language Processing (NLP)?
- A. NLP focuses on enabling machines to interact with humans through language
- B. NLP is focused on the translation of languages
- C. NLP enables computers to understand, interpret, and generate human language
- D. NLP is concerned with analysing numerical data
Correct Answer: C 🗳️
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