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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Care Program Governance- Care program management principles
  • 1. Role of Care Program Manager in service operations
    • 2. Coordination with SSM, AM, and CT Heads
      Topic 2: Service Management and CARE Operations- Service Level Management and Customer Commitments
      • 1. Service Level Agreement analysis and risk evaluation
        • 2. Customer contractual obligations handling
          - Incident and Trouble Ticket Management
          • 1. Trouble ticket classification and escalation process
            • 2. Customer request vs contractual scope handling
              Topic 3: Network and Service Delivery Analysis- Network topology and installed base considerations
              • 1. Installed base evaluation for service risk
                • 2. Impact of network architecture on service delivery
                  - Operational capability assessment
                  • 1. Internal service delivery capability analysis

                    Nokia SDM Certification - CARE Sample Questions:

                    What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

                    • A. Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
                    • B. Customer Interaction Teams, Business Unit Technical Support, R&D.
                    • C. Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
                    • D. Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.
                    Reveal Solution  Discussion  0

                    Correct Answer: C  🗳️

                    The largest impact on the SPC rate comes from:

                    • A. the utilization ratio.
                    • B. the total headcount.
                    • C. management overhead.
                    • D. internal allocations.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

                    Who is responsible for identifying Care business opportunities and new up-selling possibilities?

                    • A. Multiple roles working in the Care Organization supported by the Care Program Manager.
                    • B. The Care Program Manager supported by the CT Head.
                    • C. The Care Program Manager supported by the F&C Controller.
                    • D. Care Program Coordinator if assigned, otherwise Care Program Manager.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

                    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.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?

                    • A. Care Program Manager.
                    • B. SWS Manager.
                    • C. HWS Manager.
                    • D. CT Head.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

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