Peoplecert SDA Exam Details & Actual Exam Questions
- Exam Code/Number: SDA
- Exam Name/Title: Service Desk Analyst v9
- Certification Provider: Peoplecert
- Corresponding Certification: SDI Qualifications
- Exam Questions: 62
- Updated On: Sep,20 2026
- Certification Level: Professional
Peoplecert Service Desk Analyst v9 Exam Questions
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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Certificate Validity Period: | Not stated on the current official exam page |
| Exam Format: | Multiple choice, Closed book |
| Passing Score: | 65% |
| Exam Duration: | 60 minutes |
| Exam Price: | US$433 |
| Real Exam Qty: | 60 |
| Available Languages: | English |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| 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: AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
| Topic 2: Quality Assurance Programme | - Service desk metrics - Quality assurance activities - Customer satisfaction surveys - Quality assurance practices |
| Topic 3: Problem-Solving | - Creative problem-solving - Critical thinking - Inductive and deductive reasoning - Problem-solving techniques |
| Topic 4: Effective Rapport and Conflict Management Skills | - Conflict management - Building rapport - Negotiation - Emotional intelligence |
| Topic 5: Support Methods | - Support delivery methods - Self-service - Remote support |
| Topic 6: Managing Customer Feedback | - Feedback management components - Using feedback for service improvement - Purpose and objectives of feedback management |
| Topic 7: Resilience | - Managing workplace pressure - Recognising signs of stress - Emotional resilience |
| Topic 8: Effective Communication Skills and Competencies | - Adapting communication to different customers - Verbal and non-verbal communication - Active listening - Formal and informal communication |
| Topic 9: Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation - Interaction handling |
| Topic 10: Relationship Management | - Collaboration and teamwork - Customer relationships - Cultural awareness |
| Topic 11: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 12: IT Service Management | - Service request management - Information security management - Incident management - Problem management - Knowledge management |
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