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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Support Methods | - Remote support - Self-service - Support delivery methods |
| Topic 2: AI and Automation | - Benefits and challenges of AI and automation - Automation in service management - AI in service management |
| Topic 3: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 4: Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Topic 5: Quality Assurance Programme | - Service desk metrics - Quality assurance activities - Customer satisfaction surveys - Quality assurance practices |
| Topic 6: Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Topic 7: Effective Communication Skills and Competencies | - Active listening - Adapting communication to different customers - Verbal and non-verbal communication - Formal and informal communication |
| Topic 8: Problem-Solving | - Problem-solving techniques - Inductive and deductive reasoning - Critical thinking - Creative problem-solving |
| Topic 9: IT Service Management | - Information security management - Problem management - Knowledge management - Incident management - Service request management |
| Topic 10: Managing Customer Feedback | - Using feedback for service improvement - Feedback management components - Purpose and objectives of feedback management |
| Topic 11: Effective Rapport and Conflict Management Skills | - Emotional intelligence - Conflict management - Negotiation - Building rapport |
| Topic 12: Relationship Management | - Customer relationships - Cultural awareness - Collaboration and teamwork |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following statements about closed questions is TRUE?
- A. They are more difficult to answer
- B. They are intended to obtain specific information
- C. They are intended to draw more information from customers
- D. They allow the customer to elaborate
Correct Answer: B 🗳️
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During a customer interaction you realise the customer is starting to get annoyed.
Which is the BEST skill to use in this situation?
- A. Emotional intelligence
- B. Assertiveness
- C. Closed questioning
- D. Call management
Correct Answer: A 🗳️
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Which of these is a responsibility for managing stress in ourselves and colleagues?
- A. Don't burden your colleagues with your concerns
- B. Offer support to colleagues and alert management
- C. Maintain a healthy work-life balance
- D. Be reactive in managing stress in ourselves and colleagues
Correct Answer: B 🗳️
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Which of the below statements are examples of AI in an ITSM environment?
- A. Problem management reviews using historical incident reports, trend analysis conducted by service owners, and scheduled continual improvement meetings
- B. Incident management workflows that follow predefined escalation paths, priority matrices based on impact and urgency, and analyst-driven root cause logging
- C. Chatbots that communicate with users in natural language, automated incident classification based on past resolution data, and predictive analysis to anticipate service disruptions
- D. Request fulfilment through a self-service portal using predefined catalog items, approval chains, and standard operating procedures
Correct Answer: C 🗳️
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Which is NOT a step in de-escalating an interaction?
- A. Clarify the situation
- B. Validate the emotion
- C. Offer clear options or next steps
- D. Maintain emotional control
Correct Answer: D 🗳️
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