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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Relationship Management | 25% | - Customer satisfaction measurement and improvement - Communication and engagement strategies - Handling complaints and escalations - Building and maintaining customer relationships |
| Topic 2: 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 |
| Topic 3: Service Quality & Performance Monitoring | 20% | - Service reporting and metrics analysis - Monitoring and measuring service performance - Service improvement methodologies - Quality assurance and compliance |
| Topic 4: Team Management & Leadership | 10% | - Team development and motivation - Leadership for SDM roles - Managing service delivery teams - Cross-functional communication |
| Topic 5: Service Delivery Operations | 25% | - Service desk operations and best practices - Change and release management processes - Incident and service request management - Service continuity and disaster recovery |
Nokia SDM Certification - CARE Sample Questions:
Question 1
Which of the following statements is true to be SOX Compliant in SDM-EX4-Care Contract Management?
A. NSN must have a Contract defined in CDB and a Customer Purchase Order.
B. NSN must have a letter of intent from the Customer's Legal Department.
C. NSN must have a Customer Purchase Order for the actual Care we are delivering.
D. NSN must have a written, signed Contract and a Customer Purchase Order.
Question 2
The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?
A. Initiate Care Contract re-negotiations with the customer.
B. Notify the Service Account Manager about the situation.
C. Arrange internal Care Contract renegotiation kick off meeting.
D. Wait until the Customer contacts NSN to initiate contract re-negotiations.
Question 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. When Work-in-Progress is invoiced and released as cost.
C. The company invoices and records sales, but the customers do not pay.
D. Depreciation is much higher than amortization rates.
Question 4
When does the Care phase start?
A. When the network, sub-network or deliverables get Customer final acceptance.
B. When the Care Plan has been accepted by the Customer.
C. When the project phase is completed.
D. When the Account Manager receives the final payment from the Customer.
Question 5
Which of the following is not included in the SPC rate?
A. International travel.
B. Regional management overhead.
C. Training costs.
D. Telephone costs.
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: A |
