Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Team Management & Leadership | 10% | - Managing service delivery teams - Team development and motivation - Cross-functional communication - Leadership for SDM roles |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships |
| Service Quality & Performance Monitoring | 20% | - Service improvement methodologies - Service reporting and metrics analysis - Monitoring and measuring service performance - Quality assurance and compliance |
| Service Delivery Operations | 25% | - Incident and service request management - Change and release management processes - Service desk operations and best practices - Service continuity and disaster recovery |
| Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support |
Nokia SDM Certification - CARE Sample Questions:
Question 1
How does an NSN-PRS report show that SAP / accounting system and NELLE are set-up consistently?
A. The totals coming from NELLE and SAP / accounting system match.
B. It compares the GIC structure with the Service Order structure.
C. The half-year total remains stable.
D. Forecasted and actual cost and sales are on the same GICs.
Question 2
Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?
A. Care Program Manager.
B. Care Service Engagement Manager.
C. CT Head.
D. Care Renewal Leader.
Question 3
The following action must take place if NSN are not SOX Compliant:
A. We must receive a Customer Purchase Order within 5 working days.
B. NSN will be fined 2.5 times the annual value of the contract.
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.
Question 4
Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?
A. HWS Manager.
B. Care Program Manager.
C. CT Head.
D. SWS Manager.
Question 5
In which of the following situations can a company show profit at the same time as cash is decreasing?
A. When Work-in-Progress is increasing rapidly.
B. The company invoices and records sales, but the customers do not pay.
C. Depreciation is much higher than amortization rates.
D. When Work-in-Progress is invoiced and released as cost.
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: B |
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