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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Monitoring and measuring service performance - Service improvement methodologies - Service reporting and metrics analysis |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Building and maintaining customer relationships - Customer satisfaction measurement and improvement - Communication and engagement strategies |
| Team Management & Leadership | 10% | - Cross-functional communication - Managing service delivery teams - Team development and motivation - Leadership for SDM roles |
| Service Delivery Operations | 25% | - Service continuity and disaster recovery - Service desk operations and best practices - Change and release management processes - Incident and service request management |
Nokia SDM Certification - CARE Sample Questions:
1. What is the base-line against which we track Care profit?
A) As-sold total contract profitability.
B) ATP.
C) Previous LE.
D) Annual plan.
2. A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?
A) Care Agreement.
B) Warranty Extended contract.
C) Warranty Standard contract.
D) 1st Warranty Standard and the next 4 as Warranty Extended contract.
3. The following action must take place if NSN are not SOX Compliant:
A) NSN will be fined 2.5 times the annual value of the contract.
B) We must receive a Customer Purchase Order within 5 working days.
C) CT Head will be dismissed from NSN with 30 days notice.
D) A new Contract signed and Customer Purchase Order issued as soon as possible.
4. Care Plan can be used as:
A) Basic reference in contractual disputes with customer.
B) Service Manual, helping to induct new Care Team members.
C) The source of resource forecast data.
D) Financial Planning support tool in CT.
5. CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?
A) No need to record this as the agreement is temporary, verbal agreement should be enough.
B) A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.
C) A contract amendment needs to be prepared, verified by lawyers and signed.
D) The new setup should be described in the Care Plan and then shared internally and externally.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
