Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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No. of Questions: 62 Questions & Answers with Exam Engine
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- Total Questions: 62
- Updated on: Sep 21, 2026
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- Total Questions: 62
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- Total Questions: 62
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Preparing for a Peoplecert credential calls for material that follows the official scope. Actual4dump builds its Peoplecert Service Desk Analyst v9 practice set around the SDA objectives, with 62 questions designed to support a focused review.
Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Available Languages: | English |
| Exam Format: | Multiple choice, Closed book |
| Passing Score: | 65% |
| Exam Duration: | 60 minutes |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Real Exam Qty: | 60 |
| Exam Price: | US$433 |
| Certificate Validity Period: | Not stated on the current official exam page |
| Sample Questions: | DOWNLOAD DEMO |
| 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: Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Topic 2: IT Service Management | - Service request management - Knowledge management - Incident management - Information security management - Problem management |
| Topic 3: Problem-Solving | - Problem-solving techniques - Inductive and deductive reasoning - Creative problem-solving - Critical thinking |
| Topic 4: AI and Automation | - AI in service management - Benefits and challenges of AI and automation - Automation in service management |
| Topic 5: Effective Rapport and Conflict Management Skills | - Building rapport - Negotiation - Emotional intelligence - Conflict management |
| Topic 6: Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
| Topic 7: Effective Communication Skills and Competencies | - Formal and informal communication - Verbal and non-verbal communication - Active listening - Adapting communication to different customers |
| Topic 8: Relationship Management | - Customer relationships - Collaboration and teamwork - Cultural awareness |
| Topic 9: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Topic 10: Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management components |
| Topic 11: Support Methods | - Support delivery methods - Self-service - Remote support |
| Topic 12: Quality Assurance Programme | - Quality assurance activities - Service desk metrics - Quality assurance practices - Customer satisfaction surveys |
Frequently Asked Questions for the Peoplecert SDA Exam
The SDA exam, Service Desk Analyst v9, assesses whether a candidate can apply Peoplecert knowledge to the skills measured by this credential. It is associated with the SDI Qualifications certification. The certification is positioned at the Professional level. Related credentials include Service Desk Manager v9 (SDM).
The SDA exam includes 60 questions and allows 60 minutes. Plan your pacing before exam day rather than calculating it under pressure. Timed sessions with Actual4dump practice tests can help you decide when to flag a difficult item, keep moving, and reserve enough time for a final review.
The published passing score for Peoplecert Service Desk Analyst v9 is 65%, and the official exam fee is US$433. A retake requires budgeting for the full official fee again, so it is sensible to complete several timed practice tests before scheduling. Consistent results across the 62 practice questions can give you a clearer picture of your readiness.
The stated prerequisite information for Peoplecert Service Desk Analyst v9 is: 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. Before registering, review the eligibility details on the official exam page to confirm the requirements.
Yes. Actual4dump provides a free PDF demo so you can review the format and quality of the Peoplecert Service Desk Analyst v9 practice questions before placing an order. Your purchase includes 365 days of free updates, and you can extend the update service after expiration at a 50% discount.
If you take the corresponding SDA exam within 60 days of purchase and do not pass, you may apply for a full refund under the 100% Money Back Guarantee. Claims based on an exam taken within 3 days of purchase are not eligible; free materials, expired orders, and downloaded products that were not used before sitting for the exam are also excluded. The candidate name must match the payer name.
To apply, submit a scanned enrollment slip and the official Score Report PDF within 2 days after the exam. Eligible requests are processed within 7 days. If you prefer an alternative, you may receive two free products of equal value and keep the update service for your original purchase.
Delivery is instant after payment. Your download is also sent to your email within one minute; if it has not arrived within 2 hours, contact customer service. There is no limit on the number of computers on which the material can be installed.
The published Peoplecert Service Desk Analyst v9 outline contains 12 major domains. The opening domains include:
- Relationship Management (official weight not provided)
- Resilience (official weight not provided)
- IT Service Management (official weight not provided)
Review the complete Exam Topics section above for every domain and subtopic before planning your study time.
Peoplecert Service Desk Analyst v9 Sample Questions:
Which activity should you AVOID when interacting with a customer?
- A. Placing them on hold briefly whilst you consult a colleague
- B. Attempting to resolve their issue using remote support
- C. Paraphrasing their explanation of the issue for clarity
- D. Asking for information that has already been provided
Correct Answer: D 🗳️
Explanation: Only visible for Actual4dump members. You can sign-up / login (it's free).
Which of these is a responsibility for managing stress in ourselves and colleagues?
- A. Offer support to colleagues and alert management
- B. Maintain a healthy work-life balance
- C. Be reactive in managing stress in ourselves and colleagues
- D. Don't burden your colleagues with your concerns
Correct Answer: A 🗳️
Explanation: Only visible for Actual4dump members. You can sign-up / login (it's free).
'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?
- A. Inclusion
- B. Diversity
- C. Belonging
- D. Equity
Correct Answer: A 🗳️
Explanation: Only visible for Actual4dump members. You can sign-up / login (it's free).
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 🗳️
Explanation: Only visible for Actual4dump members. You can sign-up / login (it's free).
Which of the following is NOT a principle of good verbal communication?
- A. Repeating for verification
- B. Speaking concisely
- C. Expressing empathy appropriately
- D. Avoiding verbal tics
Correct Answer: A 🗳️
Explanation: Only visible for Actual4dump members. You can sign-up / login (it's free).
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