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Peoplecert SDA Exam Overview:
| Certification Vendor: | Service Desk Institute (SDI) / PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 |
| Exam Number: | SDA |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Duration: | 60 minutes |
| Exam Format: | Closed book, Multiple choice |
| Available Languages: | English |
| Certificate Validity Period: | Not stated on the current official exam page |
| Exam Price: | US$433 |
| Passing Score: | 65% |
| Real Exam Qty: | 60 |
| 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 |
|---|---|
| Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management components |
| Support Methods | - Support delivery methods - Remote support - Self-service |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| IT Service Management | - Incident management - Problem management - Information security management - Service request management - Knowledge management |
| Resilience | - Managing workplace pressure - Emotional resilience - Recognising signs of stress |
| Relationship Management | - Customer relationships - Collaboration and teamwork - Cultural awareness |
| Effective Rapport and Conflict Management Skills | - Conflict management - Building rapport - Negotiation - Emotional intelligence |
| Effective Communication Skills and Competencies | - Verbal and non-verbal communication - Adapting communication to different customers - Active listening - Formal and informal communication |
| AI and Automation | - AI in service management - Automation in service management - Benefits and challenges of AI and automation |
| Problem-Solving | - Creative problem-solving - Inductive and deductive reasoning - Problem-solving techniques - Critical thinking |
| Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Quality Assurance Programme | - Quality assurance practices - Customer satisfaction surveys - Service desk metrics - Quality assurance activities |
Common Questions About the Peoplecert SDA Exam
The SDA exam, officially known as Peoplecert Service Desk Analyst v9, is the Peoplecert test that leads to the SDI Qualifications certification at the Professional level. Passing it validates the skills employers expect from a certified professional. It is also associated with related credentials such as Service Desk Manager v9 (SDM).
The SDA exam contains 60 questions, and you have 60 minutes to complete them. Work out your per-question pace before test day, and flag slow items instead of stalling on them — time pressure, not knowledge, sinks many first attempts. Timed mock exams in the Actual4Exams test engines are the most reliable way to build that rhythm.
The passing score for the SDA exam is 65%, and the official registration fee is US$433. If you miss the mark, a retake means paying the full fee again, so book your seat only when you are ready. A practical benchmark: score consistently above the passing line on timed practice tests before scheduling the real exam.
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.
Entry requirements can change, so confirm the latest conditions on the official exam page: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/SDI-35/service-desk-analyst-sda-v9-2026-4150.
Yes. A free PDF demo of the Peoplecert Service Desk Analyst v9 questions is available, so you can check the question style and answer quality before you pay. Every purchase also includes 365 days of free updates, and if the product expires you can renew the update service at a 50% discount from your member zone.
If you take the corresponding SDA exam within 60 days of purchase and do not pass, you can apply for a full refund under the 100% Money Back Guarantee: submit a scan of your enrollment slip and your official Score Report (PDF) within 2 days of the exam date, and the claim is processed within 7 days. Attempts made within 3 days of purchase, downloads without an actual exam attempt, free materials, and expired orders are not eligible, and the candidate name must match the payer name. Prefer new material instead of a refund? You can exchange your purchase for two free products of equal value and keep the update service on your original product. As for delivery, the files are available for instant download and are also emailed to you within one minute of payment — if nothing arrives within 2 hours, contact customer service. There is no limit on how many computers you can install the product on.
The official Peoplecert Service Desk Analyst v9 outline is organized into 12 domains. The first three are:
- AI and Automation
- Resilience
- IT Service Management
See the complete exam topics section above for the full outline and the weighting of every domain.
Peoplecert Service Desk Analyst v9 Sample Questions:
Why are Voice of the Customer (VoC) initiatives a necessary element of a CX program?
- A. They focus solely on operational efficiency
- B. They provide direct customer input that informs understanding of the experience being delivered
- C. They replace experience-focused training
- D. They eliminate the need for perception measurement
Correct Answer: B 🗳️
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Which is NOT a step in de-escalating an interaction?
- A. Clarify the situation
- B. Offer clear options or next steps
- C. Validate the emotion
- D. Maintain emotional control
Correct Answer: D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
What should analysts do to reduce inbound Service Desk interactions?
- A. Ensure that incidents reported at the Service Desk are recorded
- B. Ask customers to seek technical assistance from their colleagues before making contact
- C. Inform customers to make contact only in an emergency
- D. Keep customers informed of incident or service request record status changes
Correct Answer: D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Which of the following is the CORRECT order for Change Enablement activities?
1. Authorisation of the Change
2. Log and Register the Change Request
3. Coordination and Communication
4. Assess and Evaluate the Change
5. Implement the Change
6. Close the Change Request
7. Review the Change success and objectives
- A. 2, 4, 1, 3, 5, 7, 6
- B. 2, 1, 3, 4, 5, 6, 7
- C. 1, 3, 2, 5, 7, 6, 4
- D. 1, 2, 3, 4, 5, 6, 7
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Exams 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. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
- B. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
- C. Service Quality and CX are the same, while SLAs exist only for reporting purposes
- D. 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
Correct Answer: D 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
No help, Full refund!
Actual4Exams confidently stands behind all its offerings by giving Unconditional "No help, Full refund" Guarantee. Since the time our operations started we have never seen people report failure in the Peoplecert SDA exam after using our products. With this feedback we can assure you of the benefits that you will get from our products and the high probability of clearing the SDA exam.
We still understand the effort, time, and money you will invest in preparing for your certification exam, which makes failure in the Peoplecert SDA exam really painful and disappointing. Although we cannot reduce your pain and disappointment but we can certainly share with you the financial loss.
This means that if due to any reason you are not able to pass the SDA actual exam even after using our product, we will reimburse the full amount you spent on our products. you just need to mail us your score report along with your account information to address listed below within 7 days after your unqualified certificate came out.
