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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Service desk operations and best practices - Incident and service request management - Change and release management processes |
| Topic 2: Team Management & Leadership | 10% | - Managing service delivery teams - Cross-functional communication - Leadership for SDM roles - Team development and motivation |
| 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: Service Quality & Performance Monitoring | 20% | - Service reporting and metrics analysis - Monitoring and measuring service performance - Quality assurance and compliance - Service improvement methodologies |
| Topic 5: Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Overview of SDM and role in customer support - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations |
Nokia SDM Certification - CARE Sample Questions:
1. CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?
A) A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.
B) The new setup should be described in the Care Plan and then shared internally and externally.
C) No need to record this as the agreement is temporary, verbal agreement should be enough.
D) A contract amendment needs to be prepared, verified by lawyers and signed.
2. When does the Care phase start?
A) When the project phase is completed.
B) When the network, sub-network or deliverables get Customer final acceptance.
C) When the Care Plan has been accepted by the Customer.
D) When the Account Manager receives the final payment from the Customer.
3. What is the main financial management activity performed by the Care Program Manager?
A) Overall customer Profit and Loss responsibility.
B) Overall Care Profit and Loss responsibility.
C) Overall account Profit and Loss profitability.
D) Overall services Profit and Loss responsibility.
4. A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?
A) Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
B) Care Program Manager.
C) SI Technical Manager.
D) Care 3rd Party Service Manager.
5. If a CSDA gets declined, how much notice should be given to a customer that services will terminate?
A) CT Head decides.
B) 10 working days.
C) 30 working days.
D) 30 calendar days.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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