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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Passing Score: | 65% |
| Exam Price: | US$433 |
| Exam Format: | Closed book, Multiple choice |
| Available Languages: | English |
| Certificate Validity Period: | Not stated on the current official exam page |
| Exam Duration: | 60 minutes |
| Real Exam Qty: | 60 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| 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 |
|---|---|
| Effective Communication Skills and Competencies | - Formal and informal communication - Adapting communication to different customers - Active listening - Verbal and non-verbal communication |
| Quality Assurance Programme | - Quality assurance practices - Customer satisfaction surveys - Service desk metrics - Quality assurance activities |
| Relationship Management | - Collaboration and teamwork - Cultural awareness - Customer relationships |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Managing Customer Feedback | - Feedback management components - Using feedback for service improvement - Purpose and objectives of feedback management |
| Problem-Solving | - Creative problem-solving - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
| IT Service Management | - Information security management - Problem management - Service request management - Knowledge management - Incident management |
| Resilience | - Emotional resilience - Recognising signs of stress - Managing workplace pressure |
| Effective Rapport and Conflict Management Skills | - Negotiation - Building rapport - Emotional intelligence - Conflict management |
| Support Methods | - Remote support - Support delivery methods - Self-service |
| AI and Automation | - Benefits and challenges of AI and automation - Automation in service management - AI in service management |
SDA Exam Facts and Product Questions
Currency is maintained daily, not occasionally. Our IT staff reviews and updates the Peoplecert Service Desk Analyst v9 question bank every day to keep it aligned with the live SDA exam. If a revision is underway when you buy or during your update period, we notify you and send the updated version as soon as it is ready — free within your 365 days of updates. You will never be left studying a stale edition without knowing it.
The SDA exam is the official assessment behind the Peoplecert Service Desk Analyst v9 certification from Peoplecert, and its pass rate is genuinely low — many candidates need two or three attempts to get through. The difficulty is real, but it is also manageable: candidates who prepare with material aligned to the published objectives give themselves a far better starting position than those who walk in underprepared.
The official outline divides the SDA exam into weighted domains, including:
- Roles and Responsibilities ()
- Resilience ()
- Managing Practices, Processes and Procedures ()
The Peoplecert Service Desk Analyst v9 question bank at CertkingdomPDF is updated daily against these same objectives, and the free practice test lets you sample that alignment yourself.
Only while you want us to. Update notifications about the Peoplecert Service Desk Analyst v9 materials are sent because they are useful; once you have passed the SDA exam, one email to our team opts you out completely — no junk mail, ever. Your personal information is kept secret and safe throughout, and never shared with third parties.
Passing the SDA exam requires 65%, and registration costs US$433 — per attempt. With retakes so common on this exam, preparing properly for one focused attempt is the choice that protects your budget.
The SDA exam contains 60 questions with 60 minutes minutes to complete them. Practicing under the same time limit is the reliable way to make exam-day pacing feel familiar rather than frantic.
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.
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
- B. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- C. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- D. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
Correct Answer: C 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
In which situation would you use functional escalation?
- A. To decide whether a major incident should be declared
- B. When a different level of skill is needed to resolve the incident
- C. When the SLA is about to breach or has been breached
- D. When a customer asks to speak to a manager
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
What is the final step in the troubleshooting model?
- A. Analyse the information
- B. Communicate the resolution (or next steps) to the customer
- C. Continual Improvement
- D. Utilise the relevant troubleshooting technique
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which of the following is a barrier to effective communication?
- A. Avoiding the use of slang
- B. Unconscious bias
- C. Attempting to resolve an issue using remote support tools
- D. Speaking clearly and concisely
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which of the following statements about closed questions is TRUE?
- A. They are intended to draw more information from customers
- B. They are more difficult to answer
- C. They are intended to obtain specific information
- D. They allow the customer to elaborate
Correct Answer: C 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
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