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Peoplecert SDA Exam Syllabus Topics:

SectionObjectives
Topic 1: IT Service Management- Service request management
- Incident management
- Problem management
- Knowledge management
- Information security management
Topic 2: Managing Practices, Processes and Procedures- Interaction handling
- Structured practices and procedures
- Documentation
Topic 3: AI and Automation- Benefits and challenges of AI and automation
- AI in service management
- Automation in service management
Topic 4: Effective Rapport and Conflict Management Skills- Negotiation
- Emotional intelligence
- Building rapport
- Conflict management
Topic 5: Roles and Responsibilities- Service excellence and professional behaviour
- Service Desk Analyst roles and responsibilities
Topic 6: Managing Customer Feedback- Purpose and objectives of feedback management
- Using feedback for service improvement
- Feedback management components
Topic 7: Problem-Solving- Creative problem-solving
- Inductive and deductive reasoning
- Critical thinking
- Problem-solving techniques
Topic 8: Support Methods- Remote support
- Self-service
- Support delivery methods
Topic 9: Relationship Management- Cultural awareness
- Collaboration and teamwork
- Customer relationships
Topic 10: Resilience- Emotional resilience
- Managing workplace pressure
- Recognising signs of stress
Topic 11: Quality Assurance Programme- Quality assurance practices
- Service desk metrics
- Quality assurance activities
- Customer satisfaction surveys
Topic 12: Effective Communication Skills and Competencies- Adapting communication to different customers
- Verbal and non-verbal communication
- Active listening
- Formal and informal communication

Peoplecert Service Desk Analyst v9 Sample Questions:

'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?

  • A. Equity
  • B. Inclusion
  • C. Belonging
  • D. Diversity
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).

The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?

  • A. Negotiation
  • B. De-escalation
  • C. Conflict Management
  • D. Interaction management
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).

Which option describes a disadvantage of self-service technology?

  • A. The service is more personalized
  • B. It is easy to update
  • C. Allows Service Desk staff to focus on more complex issues
  • D. Customers prefer contact with a human
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).

Which statement BEST describes the purpose of a Service Desk mission statement?

  • A. To demonstrate that the Service Desk is forward thinking
  • B. Ensure that all staff understand what the Service Desk aspires to be
  • C. Align support goals with the organisation's goals
  • D. Identify the main purpose and role of the Service Desk
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).

In which situation would you use functional escalation?

  • A. When a different level of skill is needed to resolve the incident
  • B. To decide whether a major incident should be declared
  • C. When the SLA is about to breach or has been breached
  • D. When a customer asks to speak to a manager
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).

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