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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Quality & Performance Monitoring | 20% | - Monitoring and measuring service performance - Service improvement methodologies - Quality assurance and compliance - Service reporting and metrics analysis |
| Customer Relationship Management | 25% | - Communication and engagement strategies - Building and maintaining customer relationships - Customer satisfaction measurement and improvement - Handling complaints and escalations |
| Service Delivery Operations | 25% | - Incident and service request management - Service desk operations and best practices - Change and release management processes - Service continuity and disaster recovery |
| Team Management & Leadership | 10% | - Cross-functional communication - Managing service delivery teams - Team development and motivation - Leadership for SDM roles |
| Introduction to Service Delivery Management (SDM) | 20% | - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations - Overview of SDM and role in customer support - Incident and problem resolution fundamentals |
Nokia SDM Certification - CARE Sample Questions:
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. Care Program Manager.
- B. SI Technical Manager.
- C. Care 3rd Party Service Manager.
- D. Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
Correct Answer: B 🗳️
Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?
- A. Agree the prices internally.
- B. Write the Care Contract document.
- C. Ensure the Care Contract re-negotiations are initiated in a timely fashion.
- D. Negotiate the prices with the customer.
Correct Answer: C 🗳️
During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
- A. Comment in the report that there have been wrong allocations.
- B. Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
- C. Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
- D. Ask the CT head to support in finding and correcting possible reasons.
Correct Answer: B 🗳️
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.
Correct Answer: B 🗳️
What are the 3 Care SWS portfolio segments?
- A. There are only two portfolio segments in Care SWS: Active Network Assurance (ANWA), Software Evolution & Expertise (SEE).
- B. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE), Life Extender (LE) Services.
- C. Active Network Assurance (ANWA), Preventive Services, Launch Support services.
- D. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE) and Multi Supplier Support (MSS).
Correct Answer: D 🗳️
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