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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
| Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
| SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
Nokia SDM Certification - CARE Sample Questions:
1. Care Sales represents a proportion of total NSN sales. What approximately is that proportion?
A) 0,2.
B) 0,05.
C) 0,3.
D) 0,1.
2. What needs to be done if a 3rd Party Service Contract is due to expire?
A) Care Program Manager should inform the Customer to renew the contract directly with the supplier.
B) The Care Program Manager should inform the Service Engagement Manager.
C) Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
D) Care Program Manger should inform Product Line.
3. The Care Plan should:
A) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
B) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
C) serve as a contract summary with no reference to other issues.
D) always be considered as the latest document agreed with customer, overruling the contract.
4. What is the base-line against which we track Care profit?
A) As-sold total contract profitability.
B) Annual plan.
C) Previous LE.
D) ATP.
5. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)
A) Customer Interaction Teams, Business Unit Technical Support, R&D.
B) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.
C) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
D) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
