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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to Service Delivery Management (SDM) | 20% | - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations - Incident and problem resolution fundamentals - Overview of SDM and role in customer support |
| Customer Relationship Management | 25% | - Customer satisfaction measurement and improvement - Handling complaints and escalations - Building and maintaining customer relationships - Communication and engagement strategies |
| Team Management & Leadership | 10% | - Leadership for SDM roles - Team development and motivation - Managing service delivery teams - Cross-functional communication |
| Service Delivery Operations | 25% | - Incident and service request management - Change and release management processes - Service desk operations and best practices - Service continuity and disaster recovery |
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service improvement methodologies - Service reporting and metrics analysis - Monitoring and measuring service performance |
Nokia SDM Certification - CARE Sample Questions:
1. What is the content of the Care Plan?
A) NSN contacts and Emergency escalation procedure.
B) Services, schedules, contacts, care procedures, customer installed base.
C) Upgrades and updates schedules.
D) NSN Care contacts, map of power, CT organization chart.
2. Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?
A) Negotiate the prices with the customer.
B) Ensure the Care Contract re-negotiations are initiated in a timely fashion.
C) Write the Care Contract document.
D) Agree the prices internally.
3. Net Sales is 150, Cost of Goods Sold is 100. What is the Gross Profit in %?
A) 1
B) 0,33.
C) 0,5.
D) Cannot be determined without knowing Gross Sales.
4. What is the GIC code for SWM?
A) G7409.
B) G7407.
C) G7405.
D) G7402.
5. How do you prove that you are in control of your financial processes?
A) You can always explain the deviations.
B) You do not exceed the cost base-line for the half-year.
C) You delegate completely to F&C.
D) There are no big deviations between forecast and actual.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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