Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
| Topic 2: SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
| Topic 3: Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| Topic 4: Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
Nokia SDM Certification - CARE Sample Questions:
Who needs to agree on the Care Plan?
- A. Head of Care in region and Care Program Manager.
- B. Customer and CT Head.
- C. Care Program Manager and Customer.
- D. Care Program Manager and CT Head.
Correct Answer: C 🗳️
Continually measuring and monitoring the actual cost versus the budget is done to:
- A. analyze the reasons for variances.
- B. generate reports.
- C. approve the variances.
- D. regularize the variances.
Correct Answer: A 🗳️
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 🗳️
How many milestones (gates) are defined in the contract renewal process?
- A. 3
- B. 4
- C. 7
- D. 6
Correct Answer: C 🗳️
A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?
- A. Care Agreement.
- B. Warranty Extended contract.
- C. 1st Warranty Standard and the next 4 as Warranty Extended contract.
- D. Warranty Standard contract.
Correct Answer: A 🗳️
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