PEOPLECERT
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SDA
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Service Desk Analyst v9 (SDA)
rti v6.0
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DEMO QUESTIONS
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Sample Q&A Preview
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Preview content before purchase
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, Question 1. (Single Select)
Which of the following is an area covered by organisational policy?
A: Processes and procedures
B: Standards and best practice
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C: Metrics and reporting
D: Diversity and inclusion
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Answer: D
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Explanation:
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Organisational policy establishes the formal principles, expectations, and behavioural requirements that
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employees must follow. Diversity and inclusion is therefore the best answer because organisations typically
establish policies governing equality, fair treatment, respectful behaviour, accessibility, inclusion,
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discrimination, and appropriate workplace conduct. For a Service Desk Analyst, compliance with these
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policies directly influences interactions with customers and colleagues.<br><br><br><br>The SDA v9
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framework places significant emphasis on professionalism, relationship management, cultural awareness,
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collaboration, and delivering appropriate service to a diverse customer community. An analyst must
recognise different perspectives, avoid discriminatory treatment, and ensure that professional conduct
remains consistent regardless of a customer's role, background, ability, or
circumstances.<br><br><br><br>Processes and procedures define how activities are performed; standards
and best practices provide operational guidance; metrics and reporting are mechanisms for measuring
performance. Although all three can be governed by an organisation, diversity and inclusion is specifically
an organisational policy area concerned with employee conduct and organisational culture.
Question 2. (Single Select)
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
A: Problem-solving skills
B: Non-verbal communication skills
C: Active listening skills
D: Call management skills
Answer: A
www.directcertify.com/exams/sda Page 2 of 6
/
om
SDA
.c
fy
Service Desk Analyst v9 (SDA)
rti v6.0
ce
ct
DEMO QUESTIONS
ire
Sample Q&A Preview
.d
w
Preview content before purchase
w
w
Get Full Version & Premium Features
www.directcertify.com/exam/sda
Premium Benefits Included
Free Updates Money Back
90 days of exam updates 30-day guarantee policy
Instant Access 24/7 Support
Download immediately Expert assistance anytime
www.directcertify.com/exams/sda Page 1 of 6
, Question 1. (Single Select)
Which of the following is an area covered by organisational policy?
A: Processes and procedures
B: Standards and best practice
/
om
C: Metrics and reporting
D: Diversity and inclusion
.c
fy
Answer: D
rti
ce
Explanation:
ct
Organisational policy establishes the formal principles, expectations, and behavioural requirements that
ire
employees must follow. Diversity and inclusion is therefore the best answer because organisations typically
establish policies governing equality, fair treatment, respectful behaviour, accessibility, inclusion,
.d
discrimination, and appropriate workplace conduct. For a Service Desk Analyst, compliance with these
w
policies directly influences interactions with customers and colleagues.<br><br><br><br>The SDA v9
w
framework places significant emphasis on professionalism, relationship management, cultural awareness,
w
collaboration, and delivering appropriate service to a diverse customer community. An analyst must
recognise different perspectives, avoid discriminatory treatment, and ensure that professional conduct
remains consistent regardless of a customer's role, background, ability, or
circumstances.<br><br><br><br>Processes and procedures define how activities are performed; standards
and best practices provide operational guidance; metrics and reporting are mechanisms for measuring
performance. Although all three can be governed by an organisation, diversity and inclusion is specifically
an organisational policy area concerned with employee conduct and organisational culture.
Question 2. (Single Select)
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
A: Problem-solving skills
B: Non-verbal communication skills
C: Active listening skills
D: Call management skills
Answer: A
www.directcertify.com/exams/sda Page 2 of 6
