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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Practices | - Change Enablement and Escalation - Problem Management - Information Security Management - Incident Management - Service Request Management - Knowledge Management |
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Supported Technology and Tools | - Support Channels and Self-Service - Automation and AI in Service Management |
| Analyst Skills | - Communication Skills
- Rapport and Conflict Management |
| Customer and Employee Experience | - Customer Experience (CX) and XLAs - Quality Assurance and Metrics - Employee Experience and DEIB - Feedback Management |
Peoplecert Service Desk Analyst v9 Sample Questions:
In which situation would you use functional escalation?
- A. When the SLA is about to breach or has been breached
- B. When a customer asks to speak to a manager
- C. When a different level of skill is needed to resolve the incident
- D. To decide whether a major incident should be declared
Correct Answer: C 🗳️
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When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
- A. 1, 3 and 4
- B. 2, 3 and 4
- C. All of the above
- D. 1, 2 and 3
Correct Answer: C 🗳️
Explanation: Only visible for PassReview members. You can sign-up / login (it's free).
Which of the below statements are examples of AI in an ITSM environment?
- A. Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures
- B. Incident management workflows that follow predefined escalation paths, priority matrices based on impact and urgency, and analyst-driven root cause logging
- 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. Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings
Correct Answer: C 🗳️
Explanation: Only visible for PassReview members. You can sign-up / login (it's free).
Why are Voice of the Customer (VoC) initiatives a necessary element of a CX program?
- A. They provide direct customer input that informs understanding of the experience being delivered
- B. They focus solely on operational efficiency
- C. They eliminate the need for perception measurement
- D. They replace experience-focused training
Correct Answer: A 🗳️
Explanation: Only visible for PassReview members. You can sign-up / login (it's free).
During a customer interaction you realise the customer is starting to get annoyed.
Which is the BEST skill to use in this situation?
- A. Call management
- B. Emotional intelligence
- C. Assertiveness
- D. Closed questioning
Correct Answer: B 🗳️
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