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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Team development and motivation - Managing service delivery teams - Leadership for SDM roles - Cross-functional communication |
| Topic 2: Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Building and maintaining customer relationships - Communication and engagement strategies |
| Topic 3: Introduction to Service Delivery Management (SDM) | 20% | - Customer requirements and expectations - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support |
| Topic 4: Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Monitoring and measuring service performance - Service reporting and metrics analysis - Service improvement methodologies |
| Topic 5: Service Delivery Operations | 25% | - Incident and service request management - Change and release management processes - Service continuity and disaster recovery - Service desk operations and best practices |
Nokia SDM Certification - CARE Sample Questions:
1. Which of the following statements is true for GCC charges?
A) Account will be charged the working time from WTR.
B) Account will be charged for escalated tickets only.
C) Account will be charged for logged tickets, even when solved locally.
D) Account will be charged a fixed monthly allocation.
2. The monthly PRS report shows a huge, unexpected deviation in sales, what should the CaPM do?
A) Nothing - this is most probably a miss booking so it will be corrected next month.
B) Escalate the issue at the CT meeting as the overall Profit and Loss responsibility stays within CT.
C) Investigate all the possible reasons and provide a comment in the monthly report.
D) Notify CT F&C controller asking to correct the possible error next month.
3. What is the most important reason to have customer reporting in place?
A) Because it is desired to have Customer Management get NSN vision about Care services performance.
B) Because NSN Global Services management is requesting Care to do it.
C) Through this report Customer Management can understand the value we deliver for the money they pay.
D) Because it is a standard Care BL requirement.
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 Account Manager receives the final payment from the Customer.
D) When the project phase is completed.
5. What needs to be done if a 3rd Party Service Contract is due to expire?
A) Care Program Manger should inform Product Line.
B) Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
C) Care Program Manager should inform the Customer to renew the contract directly with the supplier.
D) The Care Program Manager should inform the Service Engagement Manager.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
