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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Feedback management process - Purpose and objectives of feedback management - Using feedback for service improvement |
| Topic 2: AI and Automation | - Challenges and considerations - Benefits of AI and automation - AI in service management - Automation in service management |
| Topic 3: Relationship Management | - Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork |
| Topic 4: Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation quality and consistency - Interaction handling |
| Topic 5: Roles and Responsibilities | - Personal and team standards - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 6: Support Channels | - Support delivery methods - Self-service - Remote support |
| Topic 7: Communication Skills | - Active listening - Adapting communication to different people - Formal and informal communication - Verbal and non-verbal communication |
| Topic 8: Problem-Solving | - Inductive and deductive reasoning - Problem-solving techniques - Creative approaches to problem-solving - Critical thinking |
| Topic 9: IT Service Management | - Problem management - Information security management - Incident management - Service request management - Knowledge management |
| Topic 10: Quality Assurance | - Customer satisfaction surveys - Service desk metrics - Quality assurance practices - Quality assurance activities |
| Topic 11: Rapport and Conflict Management | - Negotiation - Emotional intelligence - Building rapport with customers and colleagues - Conflict management |
| Topic 12: Resilience | - Positive and negative signs of stress - Managing workplace pressure - Emotional resilience |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is an effective way to determine the priority of an incident?
- A. Understand if the person raising the incident should receive a higher priority
- B. Understand the number of people affected
- C. Understand if the incident can be resolved before lunchtime
- D. Understand how busy the appropriate resolver group is before escalating
Correct Answer: B 🗳️
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Linking to continual improvement initiatives is a KEY component of which process?
- A. Service Desk
- B. Feedback Management
- C. Service Continuity Management
- D. Governance
Correct Answer: B 🗳️
Explanation: Only visible for ITExamDownload members. You can sign-up / login (it's free).
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Problem-solving skills
- B. Active listening skills
- C. Non-verbal communication skills
- D. Call management skills
Correct Answer: A 🗳️
Which activity should you AVOID when interacting with a customer?
- A. Asking for information that has already been provided
- B. Placing them on hold briefly whilst you consult a colleague
- C. Attempting to resolve their issue using remote support
- D. Paraphrasing their explanation of the issue for clarity
Correct Answer: A 🗳️
Explanation: Only visible for ITExamDownload members. You can sign-up / login (it's free).
'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?
- A. Belonging
- B. Diversity
- C. Inclusion
- D. Equity
Correct Answer: C 🗳️
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