Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Updated: Sep 29, 2026
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Support Channels | - Remote support - Support delivery methods - Self-service |
| Topic 2: AI and Automation | - AI in service management - Challenges and considerations - Benefits of AI and automation - Automation in service management |
| Topic 3: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities - Personal and team standards |
| Topic 4: Communication Skills | - Verbal and non-verbal communication - Active listening - Adapting communication to different people - Formal and informal communication |
| Topic 5: Relationship Management | - Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork |
| Topic 6: Problem-Solving | - Creative approaches to problem-solving - Critical thinking - Problem-solving techniques - Inductive and deductive reasoning |
| Topic 7: Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
| Topic 8: Resilience | - Positive and negative signs of stress - Emotional resilience - Managing workplace pressure |
| Topic 9: Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management process - Using feedback for service improvement |
| Topic 10: IT Service Management | - Knowledge management - Problem management - Incident management - Information security management - Service request management |
| Topic 11: Quality Assurance | - Quality assurance activities - Service desk metrics - Customer satisfaction surveys - Quality assurance practices |
| Topic 12: Rapport and Conflict Management | - Negotiation - Emotional intelligence - Building rapport with customers and colleagues - Conflict management |
Peoplecert Service Desk Analyst v9 Sample Questions:
A cause, or potential cause of one or more incidents, is also known as what?
- A. A known error
- B. An asset
- C. An incident
- D. A problem
Correct Answer: D 🗳️
Explanation: Only visible for TestKingIT members. You can sign-up / login (it's free).
Which of these is a responsibility for managing stress in ourselves and colleagues?
- A. Be reactive in managing stress in ourselves and colleagues
- B. Maintain a healthy work-life balance
- C. Offer support to colleagues and alert management
- D. Don't burden your colleagues with your concerns
Correct Answer: C 🗳️
Explanation: Only visible for TestKingIT members. You can sign-up / login (it's free).
Which of the following BEST describes automation?
- A. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.
- B. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.
- C. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.
- D. The complete replacement of human involvement in service management activities through the use of advanced technologies.
Correct Answer: B 🗳️
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Which of the following is NOT a benefit of professionally managing an interaction?
- A. A repeatable service is created
- B. Customers are kept informed and engaged
- C. Service Desk credibility is eroded
- D. Customer satisfaction levels increase
Correct Answer: C 🗳️
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Which of the following benefits of employee wellbeing in a Service Desk are FALSE?
1. Improved performance and productivity
2. Discourages personal development and engagement
- A. 2 only
- B. None of the above
- C. Both 1 and 2
- D. 1 only
Correct Answer: A 🗳️
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