Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Instant Download Peoplecert : SDA Questions & Answers as PDF & Test Engine
Updated: Sep 19, 2026
No. of Questions: 62 Questions & Answers with Testing Engine
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SDA Online Test Engine
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- Total Questions: 62
- Updated on: Sep 19, 2026
- Price: $69.00
SDA Desktop Test Engine
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- Total Questions: 62
- Updated on: Sep 19, 2026
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SDA PDF Practice Q&A's
- Printable SDA PDF Format
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- Total Questions: 62
- Updated on: Sep 19, 2026
- Price: $69.00
Big companies hire outstanding talent, and outstanding talent shows its evidence. In 2026, the SDA certification is one recognized form of it — NewPassLeader supplies 62 practice questions to help you earn yours.
Peoplecert SDA Exam Overview:
| Certification Vendor: | PeopleCert / SDI |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA-v9 |
| Real Exam Qty: | 60 |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Exam Price: | US$433.00 |
| Exam Format: | Web-proctored, Multiple Choice, Closed Book |
| Passing Score: | 65% (39 out of 60) |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | 3 years |
| Available Languages: | English |
| Recommended Training: | SDI Accredited Training Providers |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Online web-proctored; remotely accessible |
| Pre Condition: | No formal prerequisites; recommended for service desk analysts and first-level support operatives |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/SDI-35/service-desk-analyst-sda-v9-2026-4150 |
Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer and Employee Experience | - Feedback Management - Quality Assurance and Metrics - Customer Experience (CX) and XLAs - Employee Experience and DEIB |
| Topic 2: Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
| Topic 3: Analyst Skills | - Resilience and Emotional Awareness - Rapport and Conflict Management - Communication Skills
|
| Topic 4: Service Management Practices | - Problem Management - Knowledge Management - Service Request Management - Information Security Management - Incident Management - Change Enablement and Escalation |
| Topic 5: Supported Technology and Tools | - Support Channels and Self-Service - Automation and AI in Service Management |
SDA Exam FAQ: Try It First
Online web-proctored; remotely accessible Register for the Peoplecert Service Desk Analyst v9 exam through these official channels:
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NewPassLeader issues a full refund 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. Orders arrive by email within 1 minute — contact support if nothing arrives within 2 hours.
The Peoplecert Service Desk Analyst v9 exam requires 65% (39 out of 60) to pass, and registration costs US$433.00. A failed attempt means paying the same fee again — a readiness check with the NewPassLeader engines before booking is the cheaper option.
The official Peoplecert Service Desk Analyst v9 outline defines 5 domains. The leading three are Supported Technology and Tools, Analyst Skills, and Service Management Practices. The full list is in the topics section above, and NewPassLeader's 62 practice questions cover each one.
The Peoplecert Service Desk Analyst v9 exam contains 60 to complete within 60 minutes. Timed simulation in the NewPassLeader Desktop Test Engine teaches that rhythm before exam day does.
No formal prerequisites; recommended for service desk analysts and first-level support operatives Since requirements change over time, confirm the latest on the official Peoplecert exam page before scheduling.
Three versions of the same study materials: a printable, expert-prepared PDF with free demo download and instant access; 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. All 62 practice questions are identical across versions. Every purchase includes 365 days of free updates, a 50% renewal discount afterward, and unlimited computer installations.
The SDA exam is a Peoplecert certification exam validating the Peoplecert Service Desk Analyst v9 syllabus shown above. It belongs to these credential paths: Service Desk Manager v9 (SDM). Earning it in 2026 demonstrates ability in a form employers recognize — and NewPassLeader prepares candidates with 62 practice questions in PDF, Desktop Test Engine, and Online Test Engine formats.
Peoplecert recommends these training resources for the Peoplecert Service Desk Analyst v9 exam:
Follow the training with steady self-testing — the 62 practice questions from NewPassLeader help you apply theory and fill any gaps the training leaves.
Peoplecert Service Desk Analyst v9 Sample Questions:
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 🗳️
Explanation: Only visible for NewPassLeader members. You can sign-up / login (it's free).
Which of the following is a barrier to effective communication?
- A. Attempting to resolve an issue using remote support tools
- B. Avoiding the use of slang
- C. Speaking clearly and concisely
- D. Unconscious bias
Correct Answer: D 🗳️
Explanation: Only visible for NewPassLeader members. You can sign-up / login (it's free).
What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?
- A. Confidence
- B. Responsibility
- C. Assertiveness
- D. Empathy
Correct Answer: A 🗳️
Explanation: Only visible for NewPassLeader 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 replace experience-focused training
- B. They focus solely on operational efficiency
- C. They provide direct customer input that informs understanding of the experience being delivered
- D. They eliminate the need for perception measurement
Correct Answer: C 🗳️
Explanation: Only visible for NewPassLeader members. You can sign-up / login (it's free).
Which of the following would be expected of Service Desk management and leadership?
- A. Document customer interactions accurately and consistently
- B. Look at every customer interaction to assess quality
- C. Represent the Service Desk at strategic and operational levels
- D. Respond to positive feedback only
Correct Answer: C 🗳️
Explanation: Only visible for NewPassLeader members. You can sign-up / login (it's free).
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