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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Service Management and CARE Operations- Service Level Management and Customer Commitments
  • 1. Service Level Agreement analysis and risk evaluation
    • 2. Customer contractual obligations handling
      - Incident and Trouble Ticket Management
      • 1. Trouble ticket classification and escalation process
        • 2. Customer request vs contractual scope handling
          Customer Care Program Governance- Care program management principles
          • 1. Coordination with SSM, AM, and CT Heads
            • 2. Role of Care Program Manager in service operations
              Network and Service Delivery Analysis- Network topology and installed base considerations
              • 1. Impact of network architecture on service delivery
                • 2. Installed base evaluation for service risk
                  - Operational capability assessment
                  • 1. Internal service delivery capability analysis

                    Nokia SDM Certification - CARE Sample Questions:

                    Question #1

                    The Care contract scope has changed, what should the CaPM do first?

                    • A. Inform Care sub regional or regional organisation.
                    • B. Update the NELLE forecast with new costs and resource requirements.
                    • C. Include the new scope in the CT financial plans.
                    • D. Inform Product Managers who should then prepare new services descriptions.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

                    Question #2

                    What is the base-line against which we track Care profit?

                    • A. ATP.
                    • B. As-sold total contract profitability.
                    • C. Previous LE.
                    • D. Annual plan.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #3

                    Name the essential (bare MINIMUM) after-sales services provided by Care?

                    • A. Emergency Support, Help Desk, SW Rollout (SW Upgrade/Update) mass installation/deployment.
                    • B. HWS and Software Maintenance.
                    • C. SW Installation, SW Rollout, Emergency Support.
                    • D. Emergency Support, Help Desk, Spare Part Management.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

                    Question #4

                    What does SOX compliancy mean for an expired contract?

                    • A. SOX compliancy means that NSN is obliged to deliver services only if there are no significantly (>3 months) overdue payments from the customer.
                    • B. SOX compliancy means that if the customer is listed on the stock exchange and has failed to issue a PO towards NSN, Care needs to inform higher management without delay.
                    • C. It is a legal requirement to gain written approval to continue service delivery if NSN neither has a contract nor a PO in place.
                    • D. There is a legal requirement to gain written approval to continue service delivery without a valid contract in place.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #5

                    What is the most relevant element to be analyzed when performing a risk analysis of the Service Level commitment with the Customer?

                    • A. The internal NSN service delivery capability.
                    • B. Customer Network topology.
                    • C. Competitors' Service Level offering.
                    • D. Installed Base value.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

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