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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Leadership for SDM roles - Managing service delivery teams - Cross-functional communication - Team development and motivation |
| Topic 2: Service Quality & Performance Monitoring | 20% | - Service improvement methodologies - Quality assurance and compliance - Monitoring and measuring service performance - Service reporting and metrics analysis |
| Topic 3: Customer Relationship Management | 25% | - Building and maintaining customer relationships - Handling complaints and escalations - Communication and engagement strategies - Customer satisfaction measurement and improvement |
| Topic 4: Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations |
| Topic 5: Service Delivery Operations | 25% | - Change and release management processes - Service continuity and disaster recovery - Service desk operations and best practices - Incident and service request management |
Nokia SDM Certification - CARE Sample Questions:
What is the Assist tool?
- A. A relational Database.
- B. A knowledge management tool.
- C. We don't use this tool in NSN Care.
- D. A helpdesk data entry tool.
Correct Answer: B 🗳️
What are the 3 Care SWS portfolio segments?
- A. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE) and Multi Supplier Support (MSS).
- B. There are only two portfolio segments in Care SWS: Active Network Assurance (ANWA), Software Evolution & Expertise (SEE).
- C. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE), Life Extender (LE) Services.
- D. Active Network Assurance (ANWA), Preventive Services, Launch Support services.
Correct Answer: A 🗳️
During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
- A. Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
- B. Ask the CT head to support in finding and correcting possible reasons.
- C. Comment in the report that there have been wrong allocations.
- D. Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
Correct Answer: A 🗳️
The Care Plan should be updated:
- A. On customer request only.
- B. Only after each contract change.
- C. After each change to Care setup described.
- D. At least once per year.
Correct Answer: C 🗳️
What is the main purpose of Care SWS Preventive Services or Active Software Support (ASWS)?
- A. To prevent revenue loss for the CT.
- B. to provide a full range of services designed to suit the Communications Service Provider's needs.
- C. To provide an up-selling opportunity for CaPMs.
- D. To improve network availability and avoid problems before they occur.
Correct Answer: D 🗳️
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