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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Quality Assurance Programme | - Service desk metrics - Quality assurance activities - Customer satisfaction surveys - Quality assurance practices |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Support Methods | - Self-service - Remote support - Support delivery methods |
| Effective Communication Skills and Competencies | - Adapting communication to different customers - Verbal and non-verbal communication - Active listening - Formal and informal communication |
| Effective Rapport and Conflict Management Skills | - Building rapport - Conflict management - Negotiation - Emotional intelligence |
| AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
| IT Service Management | - Information security management - Knowledge management - Incident management - Problem management - Service request management |
| Managing Customer Feedback | - Using feedback for service improvement - Feedback management components - Purpose and objectives of feedback management |
| Resilience | - Recognising signs of stress - Emotional resilience - Managing workplace pressure |
| Problem-Solving | - Creative problem-solving - Inductive and deductive reasoning - Problem-solving techniques - Critical thinking |
| Relationship Management | - Collaboration and teamwork - Cultural awareness - Customer relationships |
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation |
Peoplecert Service Desk Analyst v9 Sample Questions:
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. 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
- D. Service Quality and CX are the same, while SLAs exist only for reporting purposes
Correct Answer: C 🗳️
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'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
- A. Automation
- B. Self-Service
- C. Self-Logging
- D. AI
Correct Answer: A 🗳️
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Which of the below statements are examples of AI in an ITSM environment?
- A. Incident management workflows that follow predefined escalation paths, priority matrices based on impact and urgency, and analyst-driven root cause logging
- B. Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings
- C. Chatbots that communicate with users in natural language, automated incident classification based on past resolution data, and predictive analysis to anticipate service disruptions
- D. Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures
Correct Answer: C 🗳️
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How would an SDA benefit from using a 'Super Channel' for support?
- A. Real-time updates
- B. Increased workload
- C. Limited Subject Matter Expert access
- D. Reduced collaboration
Correct Answer: A 🗳️
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Which of the following is an effective way to determine the priority of an incident?
- A. Understand if the person raising the incident should receive a higher priority
- B. Understand if the incident can be resolved before lunchtime
- C. Understand how busy the appropriate resolver group is before escalating
- D. Understand the number of people affected
Correct Answer: D 🗳️
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