PeopleCert SDA Exam Syllabus
Start Free SDA Exam Practice After Reviewing the Topics
Before starting your SDA exam preparation, it is recommended to review the complete PeopleCert Service Desk Analyst exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free SDA questions. We also provide premium SDA practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.
PeopleCert SDA Exam Objectives
| Section 1: Roles and responsibilities | |
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Learn everything you need to know about delivering service excellence and the key characteristics of a professional, efficient, and effective Service Desk Analyst.
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| Section 2: Rapport and conflict management | |
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Examine proven methods for building rapport with your colleagues and customers. Find out more about the importance of good emotional intelligence and how it can aid conflict management and negotiation.
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| Section 3: IT Service Management | |
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Discover the purpose of key IT Service Management practices including incident management, service request management, problem management, knowledge management, and information security management.
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| Section 4: Support channels | |
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Gain insight into the different methods of delivering support, including the benefits of remote support and self-service.
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| Section 5: Quality assurance | |
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Learn more about the importance of quality assurance activities, common quality assurance practices, customer satisfaction surveys and the benefits of metrics.
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| Section 6: AI and automation | |
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Delve into the benefits and challenges of AI and automation within service management and go over common examples.
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| Section 7: Communication skills | |
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Discover the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening, and the different ways that people communicate.
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| Section 8: Mananging customer feedback | |
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Explore the purpose, objectives, and key components of successful feedback management.
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| Section 9: Resilience | |
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Gain an in-depth understanding of emotional resilience to detect and manage both positive and negative emotions, and signs of stress.
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