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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
| Topic 2: Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| Topic 3: SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
| Topic 4: Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
Nokia SDM Certification - CARE Sample Questions:
1. The monthly PRS report shows a huge, unexpected deviation in sales, what should the CaPM do?
A) Notify CT F&C controller asking to correct the possible error next month.
B) Escalate the issue at the CT meeting as the overall Profit and Loss responsibility stays within CT.
C) Investigate all the possible reasons and provide a comment in the monthly report.
D) Nothing - this is most probably a miss booking so it will be corrected next month.
2. In which of the following situations can a company show profit at the same time as cash is decreasing?
A) Depreciation is much higher than amortization rates.
B) When a company invests its profits to expand its manufacturing capability.
C) When Work-in-Progress is increasing rapidly.
D) When Work-in-Progress is invoiced and released as cost.
3. Who is responsible for providing comments regarding Care financial deviation to plan?
A) F&C Controller.
B) Project Manager.
C) CT Head.
D) Care Program Manager.
4. According to the contract renewal process, when should be the first contract proposal presented to the customer ? (T = expiration time of current contract)
A) T - 4 months.
B) T - 6 months.
C) As soon as prepared.
D) T - 3 months.
5. What are the four pillars of Care?
A) Operational Management, SWS Management, HWS Management, Financial Management.
B) Customer Relationship, SWS Management, Operational Management, Financial Management.
C) Customer Relationship, Care Business Management, Operational Management, Financial Management.
D) Operational Management, Business Management, Financial Management, HWS Management.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |




