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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Leadership for SDM roles - Team development and motivation - Managing service delivery teams - Cross-functional communication |
| Topic 2: Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support - Customer requirements and expectations |
| Topic 3: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Incident and service request management - Service desk operations and best practices - Change and release management processes |
| Topic 4: Service Quality & Performance Monitoring | 20% | - Service reporting and metrics analysis - Service improvement methodologies - Quality assurance and compliance - Monitoring and measuring service performance |
| Topic 5: Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships |
Nokia SDM Certification - CARE Sample Questions:
1. How the resource requirement forecast is taken from NELLE inputs?
A) Resource streams manager analyse input and define the number of resources needed.
B) NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.
C) NELLE planning packages include resource requirements and total figures are calculated automatically.
D) F&C controller evaluates the required use of resources and calculates the expected SPC cost.
2. Who is responsible for identifying Care business opportunities and new up-selling possibilities?
A) Multiple roles working in the Care Organization supported by the Care Program Manager.
B) Care Program Coordinator if assigned, otherwise Care Program Manager.
C) The Care Program Manager supported by the CT Head.
D) The Care Program Manager supported by the F&C Controller.
3. In which of the following situations can a company show profit at the same time as cash is decreasing?
A) When Work-in-Progress is increasing rapidly.
B) The company invoices and records sales, but the customers do not pay.
C) When Work-in-Progress is invoiced and released as cost.
D) Depreciation is much higher than amortization rates.
4. What is the PRIMARY reason for the Care Program Manager to be involved in the tendering phase?
A) To provide a more hands-on approach to the offer.
B) Give background information on customer needs and to ensure that the Care services requirements are met.
C) To ensure commitment to the implementation schedule, resource requirements, rollout & other plans.
D) To support offer tailoring by giving insight into existing customer needs.
5. What is the purpose of the Care Agreement?
A) To set terms and conditions of Care Services performance.
B) To define Contract Performance Bonds.
C) To list Customer Network topology.
D) To define penalties in the case of late delivery.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |






