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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Incident and service request management - Change and release management processes - Service desk operations and best practices |
| Topic 2: Service Quality & Performance Monitoring | 20% | - Monitoring and measuring service performance - Service improvement methodologies - Service reporting and metrics analysis - Quality assurance and compliance |
| Topic 3: Team Management & Leadership | 10% | - Cross-functional communication - Managing service delivery teams - Leadership for SDM roles - Team development and motivation |
| Topic 4: Customer Relationship Management | 25% | - Communication and engagement strategies - Building and maintaining customer relationships - Handling complaints and escalations - Customer satisfaction measurement and improvement |
| Topic 5: Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Customer requirements and expectations - Overview of SDM and role in customer support - Service Level Agreements (SLAs) and KPIs |
Nokia SDM Certification - CARE Sample Questions:
1. What is the Assist tool?
A) A relational Database.
B) We don't use this tool in NSN Care.
C) A helpdesk data entry tool.
D) A knowledge management tool.
2. How can the Care Program Manager monitor GCC performance?
A) The Resolve tool provides a report.
B) With the monthly CDB report.
C) The Care Program Coordinator provides a report.
D) Via monthly report distributed by GCC Engagement Team in most regions.
3. What is the main HWS KPI related to Delivery Accuracy?
A) The percentage of failure reports processed within the agreed Turn Around Time.
B) The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
C) The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.
D) The percentage of faulty units received from a Customer within the agreed Turn Around Time.
4. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?
A) This can be done by the Care Program Manager alone.
B) This is an administrative task handled by NOLS support.
C) F&C and the CT must be involved.
D) Legal and NOLS support is required to set up a separate agreement.
5. A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?
A) CT Head.
B) Care 3rd Party Management.
C) CT Logistics.
D) CaPM arranges directly with the local supplier.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
