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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Supported Technology and Tools | - Support Channels and Self-Service - Automation and AI in Service Management |
| Topic 2: Service Management Practices | - Information Security Management - Problem Management - Knowledge Management - Service Request Management - Change Enablement and Escalation - Incident Management |
| Topic 3: Analyst Skills | - Communication Skills
- Rapport and Conflict Management |
| Topic 4: Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Topic 5: Customer and Employee Experience | - Employee Experience and DEIB - Customer Experience (CX) and XLAs - Quality Assurance and Metrics - Feedback Management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of these are common causes of stress in the workplace?
A) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development
- A. A, C and D
- B. A, B and C
- C. A, B and D
- D. B, C and D
Correct Answer: B 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Which of the following is NOT an example of how AI can support the Service Desk?
- A. Continuous learning
- B. Predictive insights
- C. Faster resolutions
- D. Increased manual effort
Correct Answer: D 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Which of the following customer emotions would an analyst need to manage?
1. Impatience
2. Embarrassment
3. Pre-judgement
4. Anger
- A. 1, 3, and 4
- B. 1, 2, and 4
- C. 2, 3, and 4
- D. All of them
Correct Answer: D 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To extend service measurement beyond speed and performance into how services are experienced by users
- B. To replace all existing performance measures
- C. To remove accountability for operational performance
- D. To prioritise customer feedback over service delivery
Correct Answer: A 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
How does an effective Service Catalogue reduce ambiguity for Service Desk Analysts?
- A. By providing clear guidance on available services and the correct way to handle them
- B. By focusing only on incident resolution times
- C. By removing service definitions to improve flexibility
- D. By allowing analysts to decide how services should be delivered
Correct Answer: A 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
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