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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Feedback management process - Using feedback for service improvement - Purpose and objectives of feedback management |
| Topic 2: Resilience | - Managing workplace pressure - Emotional resilience - Positive and negative signs of stress |
| Topic 3: Quality Assurance | - Customer satisfaction surveys - Quality assurance practices - Quality assurance activities - Service desk metrics |
| Topic 4: Support Channels | - Support delivery methods - Self-service - Remote support |
| Topic 5: Communication Skills | - Active listening - Formal and informal communication - Adapting communication to different people - Verbal and non-verbal communication |
| Topic 6: IT Service Management | - Knowledge management - Problem management - Information security management - Incident management - Service request management |
| Topic 7: Relationship Management | - Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues |
| Topic 8: Problem-Solving | - Inductive and deductive reasoning - Critical thinking - Problem-solving techniques - Creative approaches to problem-solving |
| Topic 9: AI and Automation | - Automation in service management - AI in service management - Challenges and considerations - Benefits of AI and automation |
| Topic 10: Rapport and Conflict Management | - Conflict management - Building rapport with customers and colleagues - Emotional intelligence - Negotiation |
| Topic 11: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities - Personal and team standards |
| Topic 12: Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
Peoplecert Service Desk Analyst v9 Sample Questions:
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, 1, 3, 4, 5, 6, 7
- B. 2, 4, 1, 3, 5, 7, 6
- C. 1, 3, 2, 5, 7, 6, 4
- D. 1, 2, 3, 4, 5, 6, 7
Correct Answer: B 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
Which of the following is a barrier to effective communication?
- A. Unconscious bias
- B. Avoiding the use of slang
- C. Attempting to resolve an issue using remote support tools
- D. Speaking clearly and concisely
Correct Answer: A 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
Which option describes a disadvantage of self-service technology?
- A. Customers prefer contact with a human
- B. It is easy to update
- C. Allows Service Desk staff to focus on more complex issues
- D. The service is more personalized
Correct Answer: A 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
Which of the following is an area covered by organisational policy?
- A. Metrics and reporting
- B. Standards and best practice
- C. Processes and procedures
- D. Diversity and inclusion
Correct Answer: D 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
Which of the following would be expected of Service Desk management and leadership?
- A. Look at every customer interaction to assess quality
- B. Document customer interactions accurately and consistently
- C. Respond to positive feedback only
- D. Represent the Service Desk at strategic and operational levels
Correct Answer: D 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
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