Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Updated: Sep 21, 2026
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- Total Questions: 62
- Updated on: Sep 21, 2026
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- Total Questions: 62
- Updated on: Sep 21, 2026
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PDF Practice Q&A's
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- Total Questions: 62
- Updated on: Sep 21, 2026
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Peoplecert SDA Exam Overview:
| Certification Vendor: | PeopleCert / SDI |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA-v9 |
| Passing Score: | 65% (39 out of 60) |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 60 minutes |
| Exam Format: | Closed Book, Web-proctored, Multiple Choice |
| Exam Price: | US$433.00 |
| Recommended Training: | SDI Accredited Training Providers |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | DOWNLOAD DEMO |
| 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 |
|---|---|
| Topic 1: Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Topic 2: Analyst Skills | - Communication Skills
- Resilience and Emotional Awareness |
| Topic 3: Customer and Employee Experience | - Customer Experience (CX) and XLAs - Employee Experience and DEIB - Quality Assurance and Metrics - Feedback Management |
| Topic 4: Service Management Practices | - Information Security Management - Incident Management - Change Enablement and Escalation - Knowledge Management - Problem Management - Service Request Management |
| Topic 5: Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
Peoplecert SDA Exam Questions Answered
The SDA exam leads to the Service Desk Analyst (SDA) v9 certification from PeopleCert / SDI. It is positioned at the Professional level. The exam validates the knowledge and skills expected of candidates preparing for Peoplecert Service Desk Analyst v9.
Related certifications include:
- Service Desk Manager v9 (SDM)
The SDA exam includes 60 questions and allows 60 minutes. Before test day, divide the available time by the number of questions in a timed practice set to establish a steady per-question pace. If a difficult item starts consuming too much time, mark it for review and move forward instead of losing momentum. A full timed practice session can help you decide when to move on, when to return, and how much buffer to reserve for a final check.
The passing score for SDA is 65% (39 out of 60), and the official exam fee is US$433.00. Because a retake requires paying the exam fee again, use timed practice results as a readiness check before scheduling your next attempt. If your performance remains inconsistent, continue reviewing weak domains and repeat a timed session before booking the exam.
No formal prerequisites; recommended for service desk analysts and first-level support operatives
Eligibility rules can change, so confirm the current requirements on the official exam page before registering.
You can register through the official channels listed below:
The available exam delivery method is Online web-proctored; remotely accessible.
The official training options include:
After reviewing the recommended training, reinforce what you learned with Actual4dump's 62 practice questions for SDA.
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If you purchase the corresponding SDA preparation material and do not pass that exam within 60 days of purchase, you may apply for a full refund under the 100% Money Back Guarantee. The request requires a scanned exam enrollment slip and the official Score Report PDF, submitted within two days after the exam. Eligible requests are processed within seven days.
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The current SDA outline is organized into 5 top-level domains. The first listed areas include:
- Roles and Responsibilities
- Service Management Practices
- Customer and Employee Experience
Review the Exam Topics section above for the complete outline and any nested subtopics.
Peoplecert Service Desk Analyst v9 Sample Questions:
In which situation would you use functional escalation?
- A. To decide whether a major incident should be declared
- B. When a customer asks to speak to a manager
- C. When a different level of skill is needed to resolve the incident
- D. When the SLA is about to breach or has been breached
Correct Answer: C 🗳️
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Which of the following statements about closed questions is TRUE?
- A. They are more difficult to answer
- B. They are intended to draw more information from customers
- C. They allow the customer to elaborate
- D. They are intended to obtain specific information
Correct Answer: D 🗳️
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When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
- A. All of the above
- B. 2, 3 and 4
- C. 1, 2 and 3
- D. 1, 3 and 4
Correct Answer: A 🗳️
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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. 1 only
- C. Both 1 and 2
- D. None of the above
Correct Answer: A 🗳️
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Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?
- A. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
- B. CX reflects how customers feel about their interactions before, during, and after support: SLAs define agreed performance targets: Service Quality describes how consistently services are delivered against defined standards
- C. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
- D. Service Quality and CX are the same, while SLAs exist only for reporting purposes
Correct Answer: B 🗳️
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