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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
| SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery
- Introduction to Nokia Service Delivery Management concepts
|
| Customer Experience and CARE Practices | - Service quality and performance measurement
- Customer support processes and escalation handling
|
| Tools and Platforms in SDM | - Monitoring, reporting, and service analytics
- Nokia SDM toolchain overview
|
| Service Delivery Operations | - End-to-end service lifecycle management
- Operational workflows and service assurance processes
|
Nokia SDM Certification - CARE Sample Questions:
1. Who is the person responsible for following up on case handling?
A) Care Program Manager.
B) Care Technical Manager.
C) Care Program Coordinator.
D) Customer Performance Manager (CpFM).
2. What is the main business responsibility of the Care Program Manager?
A) Supervises sales and costs and defines discounts.
B) Supervises revenues and costs and provides reports to the Account Manager.
C) Supervises revenues and costs and approves customer discounts.
D) Supervises revenues and costs and analyses profitability.
3. Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?
A) Write the Care Contract document.
B) Agree the prices internally.
C) Negotiate the prices with the customer.
D) Ensure the Care Contract re-negotiations are initiated in a timely fashion.
4. What are the four pillars of Care?
A) Operational Management, Business Management, Financial Management, HWS Management.
B) Customer Relationship, SWS Management, Operational Management, Financial Management.
C) Customer Relationship, Care Business Management, Operational Management, Financial Management.
D) Operational Management, SWS Management, HWS Management, Financial Management.
5. In which documents are the Care service level commitments with the customer officially stated?
A) Project Plan.
B) Care Agreement.
C) Care Plan.
D) Account plan.
Solutions:
Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |