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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service improvement methodologies - Service reporting and metrics analysis - Monitoring and measuring service performance |
| Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs |
| Customer Relationship Management | 25% | - Communication and engagement strategies - Building and maintaining customer relationships - Handling complaints and escalations - Customer satisfaction measurement and improvement |
| Team Management & Leadership | 10% | - Cross-functional communication - Leadership for SDM roles - Managing service delivery teams - Team development and motivation |
| Service Delivery Operations | 25% | - Change and release management processes - Incident and service request management - Service continuity and disaster recovery - Service desk operations and best practices |
Nokia SDM Certification - CARE Sample Questions:
Which of the following is not included in the SPC rate?
- A. International travel.
- B. Telephone costs.
- C. Regional management overhead.
- D. Training costs.
Correct Answer: A 🗳️
How the resource requirement forecast is taken from NELLE inputs?
- A. NELLE planning packages include resource requirements and total figures are calculated automatically.
- B. F&C controller evaluates the required use of resources and calculates the expected SPC cost.
- C. Resource streams manager analyse input and define the number of resources needed.
- D. NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.
Correct Answer: A 🗳️
Care Sales represents a proportion of total NSN sales. What approximately is that proportion?
- A. 0,05.
- B. 0,3.
- C. 0,2.
- D. 0,1.
Correct Answer: D 🗳️
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. Care Program Manager.
- D. Account Manager.
Correct Answer: A 🗳️
What are the three main phases of NSN business?
- A. Install, Commission, Integrate.
- B. Sell, Deliver, Care.
- C. Sell, Install, Care.
- D. Buy, Sell, Install.
Correct Answer: B 🗳️
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