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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Topic 2: Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
| Topic 3: Service Management Practices | - Service Request Management - Incident Management - Knowledge Management - Problem Management - Information Security Management - Change Enablement and Escalation |
| Topic 4: Analyst Skills | - Communication Skills
- Rapport and Conflict Management |
| Topic 5: Customer and Employee Experience | - Feedback Management - Customer Experience (CX) and XLAs - Quality Assurance and Metrics - Employee Experience and DEIB |
Peoplecert Service Desk Analyst v9 Sample Questions:
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. Chatbots that communicate with users in natural language, automated incident classification based on past resolution data, and predictive analysis to anticipate service disruptions
- C. Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures
- D. Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings
Correct Answer: B 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
Which activity should you AVOID when interacting with a customer?
- A. Attempting to resolve their issue using remote support
- B. Asking for information that has already been provided
- C. Placing them on hold briefly whilst you consult a colleague
- D. Paraphrasing their explanation of the issue for clarity
Correct Answer: B 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
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. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- C. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- D. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
Correct Answer: C 🗳️
How would an SDA benefit from using a 'Super Channel' for support?
- A. Increased workload
- B. Real-time updates
- C. Limited Subject Matter Expert access
- D. Reduced collaboration
Correct Answer: B 🗳️
Explanation: Only visible for PracticeVCE 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. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
- B. 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
- C. Service Quality and CX are the same, while SLAs exist only for reporting purposes
- D. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
Correct Answer: B 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
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