PDF Version DemoFree demo, three versions, daily-checked content, 7/24 support with replies inside two hours, and a written refund policy: ActualPDF gives 2026 SDA candidates a complete, accountable Peoplecert Service Desk Analyst v9 service.
Peoplecert SDA Exam Overview:
| Certification Vendor: | PeopleCert / SDI |
|---|---|
| Exam Name: | Service Desk Analyst v9 (SDA) |
| Exam Number: | SDA-v9 |
| Exam Price: | US$433.00 |
| Exam Duration: | 60 minutes |
| Passing Score: | 65% (39 out of 60) |
| Related Certifications: | Service Desk Manager v9 (SDM) |
| Real Exam Qty: | 60 |
| Available Languages: | English |
| Exam Format: | Closed Book, Multiple Choice, Web-proctored |
| Certificate Validity Period: | 3 years |
| Recommended Training: | SDI Accredited Training Providers |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: |  |
| 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 |
|---|---|
| Customer and Employee Experience | - Feedback Management - Quality Assurance and Metrics - Employee Experience and DEIB - Customer Experience (CX) and XLAs |
| Analyst Skills | - Resilience and Emotional Awareness - Rapport and Conflict Management - Communication Skills
|
| Supported Technology and Tools | - Support Channels and Self-Service - Automation and AI in Service Management |
| Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
| Service Management Practices | - Service Request Management - Knowledge Management - Problem Management - Information Security Management - Incident Management - Change Enablement and Escalation |
SDA Exam FAQ: Before You Book Your Seat
Peoplecert Service Desk Analyst v9 is an official PeopleCert / SDI exam, listed under exam code SDA. A passing result earns you the Service Desk Analyst (SDA) v9 certification at the Professional level. It also ties into Service Desk Manager v9 (SDM), extending its value across your certification roadmap. Employers read this credential as verified competence, which is why it keeps appearing in job requirements.
Expect 60 questions inside 60 minutes on the Peoplecert Service Desk Analyst v9 exam. That pace punishes hesitation, so rehearse it: the ActualPDF software engine simulates the real exam scene, reminds you of the questions you got wrong, and pushes you to re-practice them until the clock stops being your enemy.
Passing Peoplecert Service Desk Analyst v9 requires 65% (39 out of 60), and the official registration fee is US$433.00. Retakes charge the full US$433.00 again, which is why experienced candidates treat preparation as the cheaper exam fee. Verify your readiness with repeated ActualPDF practice scores above the requirement before you commit to a date.
No formal prerequisites; recommended for service desk analysts and first-level support operatives
Requirements evolve, so confirm the current conditions before registering on the official exam page.
Registration for Peoplecert Service Desk Analyst v9 goes through the official channels listed here.
When you schedule, note that the exam is delivered Online web-proctored; remotely accessible.
PeopleCert / SDI recommends the following training for Peoplecert Service Desk Analyst v9 candidates.
Follow any course with the 62 practice questions in the ActualPDF SDA package; the software engine will even remind you which mistakes need another round.
Yes. ActualPDF provides a free download demo of the Peoplecert Service Desk Analyst v9 material, so you can check the content before choosing a version. After purchase, a one-year warranty covers you: the latest version is sent to you as it releases, free for 365 days, and after expiry you can extend the update service at a 50% discount.
Your purchase is covered by a 100% money-back guarantee with clear conditions. Take the Peoplecert Service Desk Analyst v9 exam within 60 days of purchase; if you fail, provide your unqualified result by submitting a scanned enrollment slip and the official Score Report PDF within 2 days of the exam, and the full refund is processed within 7 days. The exam must match your product, candidate and payer names must match, and attempts within 3 days of purchase, unused downloads, free materials, and expired orders are not covered. Alternatively, exchange for two other exam products of equal value, free, or wait for updates while keeping your original product's update service.
Delivery is instant: files unlock for download at payment and are emailed within one minute. If nothing arrives within 2 hours, check spam and contact customer service, which works 7/24 and normally replies within two hours. Installation is unlimited across your computers.
The Peoplecert Service Desk Analyst v9 syllabus spans 5 domains, led by Analyst Skills, Roles and Responsibilities, and Customer and Employee Experience. The complete topic list is published above; candidates who study the map first rarely get lost later.
Peoplecert Service Desk Analyst v9 Sample Questions:
Which activity should you AVOID when interacting with a customer?
- A. Attempting to resolve their issue using remote support
- B. Asking for information that has already been provided
- C. Paraphrasing their explanation of the issue for clarity
- D. Placing them on hold briefly whilst you consult a colleague
Correct Answer: B 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
Which of these are the responsibilities of the Service Desk in information security management?
1. Password resets
2. Updating a Service Level Agreement
3. Confirming the identity of customers
4. Issuing official warnings to customers suspected of security breaches
- A. 2 and 3
- B. 1 and 2
- C. 2 and 4
- D. 1 and 3
Correct Answer: D 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
Which of the following would be expected of Service Desk management and leadership?
- A. Respond to positive feedback only
- B. Document customer interactions accurately and consistently
- C. Look at every customer interaction to assess quality
- D. Represent the Service Desk at strategic and operational levels
Correct Answer: D 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
Which statement BEST describes the purpose of a Service Desk mission statement?
- A. Ensure that all staff understand what the Service Desk aspires to be
- B. Align support goals with the organisation's goals
- C. To demonstrate that the Service Desk is forward thinking
- D. Identify the main purpose and role of the Service Desk
Correct Answer: D 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
Which of the following BEST describes automation?
- A. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.
- B. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.
- C. The complete replacement of human involvement in service management activities through the use of advanced technologies.
- D. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.
Correct Answer: B 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
