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Updated: Sep 18, 2026
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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | Not stated on the current official exam page |
| Exam Price: | US$433 |
| Passing Score: | 65% |
| Available Languages: | English |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Format: | Multiple choice, Closed book |
| Exam Duration: | 60 minutes |
| 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 |
|---|---|
| Topic 1: Effective Communication Skills and Competencies | - Formal and informal communication - Active listening - Verbal and non-verbal communication - Adapting communication to different customers |
| Topic 2: Relationship Management | - Customer relationships - Cultural awareness - Collaboration and teamwork |
| Topic 3: Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management components |
| Topic 4: Resilience | - Managing workplace pressure - Emotional resilience - Recognising signs of stress |
| Topic 5: Quality Assurance Programme | - Service desk metrics - Quality assurance activities - Quality assurance practices - Customer satisfaction surveys |
| Topic 6: IT Service Management | - Information security management - Knowledge management - Problem management - Service request management - Incident management |
| Topic 7: Problem-Solving | - Creative problem-solving - Inductive and deductive reasoning - Problem-solving techniques - Critical thinking |
| Topic 8: Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Topic 9: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 10: Support Methods | - Remote support - Support delivery methods - Self-service |
| Topic 11: Effective Rapport and Conflict Management Skills | - Negotiation - Emotional intelligence - Conflict management - Building rapport |
| Topic 12: AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is NOT a principle of good verbal communication?
- A. Speaking concisely
- B. Repeating for verification
- C. Avoiding verbal tics
- D. Expressing empathy appropriately
Correct Answer: B 🗳️
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Which action BEST supports the purpose of Major Incident Management during a major service outage?
- A. Delaying resolution until the permanent fix is identified
- B. Prioritising rapid service restoration over detailed root cause analysis
- C. Closing the incident once it has been logged
- D. Escalating all incidents to senior management regardless of impact
Correct Answer: B 🗳️
Explanation: Only visible for Pass4training members. You can sign-up / login (it's free).
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Active listening skills
- B. Call management skills
- C. Problem-solving skills
- D. Non-verbal communication skills
Correct Answer: C 🗳️
Which of the following is a barrier to effective communication?
- A. Unconscious bias
- B. Attempting to resolve an issue using remote support tools
- C. Avoiding the use of slang
- D. Speaking clearly and concisely
Correct Answer: A 🗳️
Explanation: Only visible for Pass4training members. You can sign-up / login (it's free).
Which of the following actions does NOT demonstrate sensitivity and respect for other cultures?
- A. Understanding the impact of unconscious bias
- B. Recognizing the value of diversity
- C. Accept and respect the value of different approaches
- D. Imposing your own values and beliefs
Correct Answer: D 🗳️
Explanation: Only visible for Pass4training members. You can sign-up / login (it's free).
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Frequently Asked Questions
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Self Test Engine is suitable for windows operating system, running on the Java environment, and can install on multiple computers.
PDF Version: can be read under the Adobe reader, or many other free readers, including OpenOffice, Foxit Reader and Google Docs.
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Once download and installed on your PC, you can practice SDA test questions, review your questions & answers using two different options 'practice exam' and 'virtual exam'.
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