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 |
|---|---|---|
| Topic 1: Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service improvement methodologies - Monitoring and measuring service performance - Service reporting and metrics analysis |
| Topic 2: Customer Relationship Management | 25% | - Customer satisfaction measurement and improvement - Building and maintaining customer relationships - Communication and engagement strategies - Handling complaints and escalations |
| Topic 3: Service Delivery Operations | 25% | - Incident and service request management - Service desk operations and best practices - Change and release management processes - Service continuity and disaster recovery |
| Topic 4: Introduction to Service Delivery Management (SDM) | 20% | - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support - Incident and problem resolution fundamentals |
| Topic 5: Team Management & Leadership | 10% | - Managing service delivery teams - Leadership for SDM roles - Cross-functional communication - Team development and motivation |
Nokia SDM Certification - CARE Sample Questions:
In a SI solution some non standard NSN servers are used. Who is responsible for the Equipment Support?
- A. SI local organization.
- B. Responsibility is split between SI and Care according to local agreement.
- C. NSN is responsible for only equipment used in NSN standard solutions and therefore the Customer must have contract directly with the equipment provider.
- D. 100% Care.
Correct Answer: D 🗳️
What is the MOST essential information (apart from the tender document), needed by HWS Managers to properly support a Customer RFQ?
- A. Forecasted Network deployment, with a list of Network Elements proposed and related detailed configuration.
- B. Detailed information on NSN HWS setup in another customer in the same country.
- C. Current services provided to the Customer by competitors, together with related prices.
- D. Detailed information about existing Customer Logistic structure, including the number of warehouses and depots available.
Correct Answer: A 🗳️
Which transaction in SAP triggers the cost of work by an external supplier?
- A. Setting the value to the Purchase Order.
- B. Goods Receipt of the Purchase Order.
- C. Booking the supplier invoice.
- D. Vendor item quantity update.
Correct Answer: B 🗳️
What is the Assist tool?
- A. A helpdesk data entry tool.
- B. A relational Database.
- C. A knowledge management tool.
- D. We don't use this tool in NSN Care.
Correct Answer: C 🗳️
SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?
- A. The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
- B. SW fault management for customization, impact analysis and 3rd party application support.
- C. Previous + remote emergency support.
- D. Help Desk for customization, SW fault management for customization, and impact analysis.
Correct Answer: D 🗳️
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