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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
| 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 |
Nokia SDM Certification - CARE Sample Questions:
1. A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?
A) Customer Responsiveness.
B) Demarcation.
C) Motivation.
D) Value.
2. Which of the Care Service Cancellation process tasks is NOT under Care Program Manager responsibility?
A) Identifying related 3rd party vendor support agreements.
B) Ensuring with local CLicS Key User that the Customer's users are removed from CLicS role management.
C) Care contract closing in Contract Database.
D) Communication of changes related to customer's HWS services through the HWS organization and collaborators.
3. What is the most relevant element to be analyzed when performing a risk analysis of the Service Level commitment with the Customer?
A) The internal NSN service delivery capability.
B) Competitors' Service Level offering.
C) Installed Base value.
D) Customer Network topology.
4. Who should be the responsible person in NSN to send the expiry notice letter of the Care Contract to the Customer?
A) CT Head or Account Manager.
B) CT F&
C) Account Manager.
D) Care Program Manager.
5. In order to report cost of poor quality, it is needed to:
A) forecast cost of poor quality in NELLE.
B) have a cost of poor quality budget approved in advance.
C) record the working time on the cost of poor quality SvO on projects in WTR.
D) make internal cost transfer invoices to product lines.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
