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In an information era, the candidate with the newest information prepares best. PrepAwayTest employs experts and professors to continuously renew its SDA materials — 62 practice questions that reflect what the exam looks like now, not last year.
| Certification Vendor: | PeopleCert |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Real Exam Qty: | 60 |
| Passing Score: | 65% |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | No expiration stated by PeopleCert |
| Available Languages: | English |
| Exam Format: | Multiple choice, Closed book |
| Exam Price: | US$433 |
| Recommended Training: | PeopleCert Service Desk Analyst v9 |
| Exam Registration: | PeopleCert SDI Qualifications PeopleCert Service Desk Analyst v9 Official Exam Page |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Online proctored examination; candidates can take the exam remotely from home or an office. |
| Pre Condition: | No formal prerequisite is stated on the current PeopleCert product page. The qualification is intended for service desk analysts and first-level support operatives; PeopleCert states that the exam can be taken remotely up to one year after completing the course. |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/SDI-35/service-desk-analyst-sda-v9-2026-4150 |
| Section | Objectives |
|---|---|
| Managing Customer Feedback | - Feedback management process - Purpose and objectives of feedback management - Using feedback for service improvement |
| Support Channels | - Remote support - Support delivery methods - Self-service |
| AI and Automation | - Benefits of AI and automation - Challenges and considerations - Automation in service management - AI in service management |
| IT Service Management | - Knowledge management - Problem management - Service request management - Information security management - Incident management |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
| Quality Assurance | - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices - Service desk metrics |
| Communication Skills | - Active listening - Formal and informal communication - Adapting communication to different people - Verbal and non-verbal communication |
| Relationship Management | - Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues |
| Rapport and Conflict Management | - Negotiation - Conflict management - Emotional intelligence - Building rapport with customers and colleagues |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour - Personal and team standards |
| Resilience | - Managing workplace pressure - Emotional resilience - Positive and negative signs of stress |
| Problem-Solving | - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning - Creative approaches to problem-solving |
A complete package backed by a full service system: 62 practice questions for the Peoplecert Service Desk Analyst v9 exam in three formats — a printable, expert-prepared PDF with instant download; a Desktop Test Engine for Windows that simulates the real exam with two practice modes and works offline; and an Online Test Engine for any browser on Windows, Mac, Android, and iOS with test history and performance review. Also included: a free demo, 365 days of free updates renewed continuously by experts, a 50% renewal discount afterward, unlimited installations, and 24-hour full-time online service.
The official Peoplecert Service Desk Analyst v9 outline organizes the exam into 12 domains. The three heaviest are IT Service Management, Managing Practices, Processes and Procedures, and Resilience. The complete list is in the topics section above, and the 62 practice questions at PrepAwayTest cover every domain.
The SDA exam is a Peoplecert certification exam covering the Peoplecert Service Desk Analyst v9 syllabus shown above. It contributes to these credential paths: Service Desk Manager v9 (SDM). It has a reputation for being demanding — which is exactly why the credential carries weight with employers in 2026. PrepAwayTest prepares you with 62 practice questions in PDF, Desktop Test Engine, and Online Test Engine formats.
You need 65% to pass the Peoplecert Service Desk Analyst v9 exam, and registration costs US$433. Since retakes are priced the same, verifying readiness with the PrepAwayTest practice engines first is simply good budgeting.
Peoplecert recommends these training resources for the Peoplecert Service Desk Analyst v9 exam:
Pair the training with the 62 practice questions from PrepAwayTest — renewed continuously, they keep your practice aligned with the newest exam information.
PrepAwayTest refunds you in full if you take the Peoplecert Service Desk Analyst v9 exam within 60 days of purchase and do not pass. The policy does not apply if the exam is taken within 3 days of purchase, if the exam was never actually taken, or to free materials or expired orders, and the candidate name must match the payer name. Submit a scan of your enrollment slip and the official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Alternatively, exchange for two free exam products of equal value and keep your original update service. Delivery is by email within 1 minute of purchase — contact support if nothing arrives within 2 hours.
Online proctored examination; candidates can take the exam remotely from home or an office. Register for the Peoplecert Service Desk Analyst v9 exam through these official channels:
After booking, your PrepAwayTest practice questions arrive by email within 1 minute — preparation can begin immediately.
The Peoplecert Service Desk Analyst v9 exam presents 60 within 60 minutes. That pacing is part of the challenge — rehearse it with the timed mode in the PrepAwayTest Desktop Test Engine.
No formal prerequisite is stated on the current PeopleCert product page. The qualification is intended for service desk analysts and first-level support operatives; PeopleCert states that the exam can be taken remotely up to one year after completing the course. Requirements are updated from time to time, so confirm the latest on the official Peoplecert exam page before scheduling.
Which of the following is NOT a principle of good verbal communication?
Correct Answer: D 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
Correct Answer: A 🗳️
Explanation: Only visible for PrepAwayTest 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?
Correct Answer: B 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
Which of the following is an important reason for following processes and procedures?
Correct Answer: A 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
Which activity should you AVOID when interacting with a customer?
Correct Answer: D 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
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