PEOPLECERT
SDA
Service Desk Analyst v9 (SDA)
Exam Version: 6.0
Questions & Answers PDF
(Demo Version - Limited Content)
For More Information - Visit link below:
https://p2pexam.com/sda
, Question 1. (Single Select)
Which of the following is an area covered by organisational policy?
A: Processes and procedures
B: Standards and best practice
C: Metrics and reporting
D: Diversity and inclusion
Answer: D
Explanation:
Organisational policy establishes the formal principles, expectations, and behavioural requirements that
employees must follow. Diversity and inclusion is therefore the best answer because organisations typically
establish policies governing equality, fair treatment, respectful behaviour, accessibility, inclusion,
discrimination, and appropriate workplace conduct. For a Service Desk Analyst, compliance with these
policies directly influences interactions with customers and colleagues.
The SDA v9 framework places significant emphasis on professionalism, relationship management, cultural
awareness, 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.
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
https://p2pexam.com/sda Page 2 of 6
SDA
Service Desk Analyst v9 (SDA)
Exam Version: 6.0
Questions & Answers PDF
(Demo Version - Limited Content)
For More Information - Visit link below:
https://p2pexam.com/sda
, Question 1. (Single Select)
Which of the following is an area covered by organisational policy?
A: Processes and procedures
B: Standards and best practice
C: Metrics and reporting
D: Diversity and inclusion
Answer: D
Explanation:
Organisational policy establishes the formal principles, expectations, and behavioural requirements that
employees must follow. Diversity and inclusion is therefore the best answer because organisations typically
establish policies governing equality, fair treatment, respectful behaviour, accessibility, inclusion,
discrimination, and appropriate workplace conduct. For a Service Desk Analyst, compliance with these
policies directly influences interactions with customers and colleagues.
The SDA v9 framework places significant emphasis on professionalism, relationship management, cultural
awareness, 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.
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
https://p2pexam.com/sda Page 2 of 6
