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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Topic 1: Managing Practices, Processes and Procedures	- Structured practices and procedures - Interaction handling - Documentation quality and consistency
Topic 2: IT Service Management	- Incident management - Service request management - Problem management - Information security management - Knowledge management
Topic 3: Quality Assurance	- Quality assurance activities - Customer satisfaction surveys - Quality assurance practices - Service desk metrics
Topic 4: Communication Skills	- Verbal and non-verbal communication - Active listening - Adapting communication to different people - Formal and informal communication
Topic 5: Support Channels	- Remote support - Self-service - Support delivery methods
Topic 6: Rapport and Conflict Management	- Conflict management - Building rapport with customers and colleagues - Emotional intelligence - Negotiation
Topic 7: Problem-Solving	- Critical thinking - Creative approaches to problem-solving - Inductive and deductive reasoning - Problem-solving techniques
Topic 8: Roles and Responsibilities	- Personal and team standards - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour
Topic 9: Resilience	- Emotional resilience - Positive and negative signs of stress - Managing workplace pressure
Topic 10: Relationship Management	- Collaboration and teamwork - Building relationships with customers and colleagues - Cultural awareness
Topic 11: Managing Customer Feedback	- Purpose and objectives of feedback management - Feedback management process - Using feedback for service improvement
Topic 12: AI and Automation	- AI in service management - Benefits of AI and automation - Automation in service management - Challenges and considerations

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

A cause, or potential cause of one or more incidents, is also known as what?

A. An asset
B. A known error
C. An incident
D. A problem

Reveal Solution Discussion 0

Correct Answer: D 🗳️