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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Cross-functional communication - Managing service delivery teams - Team development and motivation - Leadership for SDM roles |
| Topic 2: Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service reporting and metrics analysis - Service improvement methodologies - Monitoring and measuring service performance |
| Topic 3: Customer Relationship Management | 25% | - Building and maintaining customer relationships - Communication and engagement strategies - Handling complaints and escalations - Customer satisfaction measurement and improvement |
| Topic 4: Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Customer requirements and expectations - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs |
| Topic 5: Service Delivery Operations | 25% | - Change and release management processes - Incident and service request management - Service desk operations and best practices - Service continuity and disaster recovery |
Nokia SDM Certification - CARE Sample Questions:
A contract is renewed in which the terms, conditions and price have remained the same but the scope has changed. In order to maintain SOX compliance what should be done?
- A. If a contract is renewed, it is mandatory to create a new contract in CDB.
- B. A new contract should be created in CDB as the scope has changed.
- C. Terms and conditions are the same, only scope has been changed. So a simple contract extension is all that is needed.
- D. A simple contract extension is needed in CDB as the major terms and conditions are the same.
Correct Answer: B 🗳️
Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?
- A. CT Head.
- B. SWS Manager.
- C. Care Program Manager.
- D. HWS Manager.
Correct Answer: C 🗳️
What is the most relevant element to be analyzed when performing a risk analysis of the Service Level commitment with the Customer?
- A. Customer Network topology.
- B. Installed Base value.
- C. The internal NSN service delivery capability.
- D. Competitors' Service Level offering.
Correct Answer: C 🗳️
If a CSDA gets declined, how much notice should be given to a customer that services will terminate?
- A. 10 working days.
- B. CT Head decides.
- C. 30 working days.
- D. 30 calendar days.
Correct Answer: B 🗳️
The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:
- A. increase the number of Sales Packages in NELLE, especially for sales.
- B. forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
- C. stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.
- D. fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.
Correct Answer: B 🗳️
