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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
| Topic 2: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Topic 3: Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
| Topic 4: SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
Nokia SDM Certification - CARE Sample Questions:
What is the main business responsibility of the Care Program Manager?
- A. Supervises revenues and costs and analyses profitability.
- B. Supervises sales and costs and defines discounts.
- C. Supervises revenues and costs and provides reports to the Account Manager.
- D. Supervises revenues and costs and approves customer discounts.
Correct Answer: A 🗳️
The following action must take place if NSN are not SOX Compliant:
- A. A new Contract signed and Customer Purchase Order issued as soon as possible.
- B. CT Head will be dismissed from NSN with 30 days notice.
- C. We must receive a Customer Purchase Order within 5 working days.
- D. NSN will be fined 2.5 times the annual value of the contract.
Correct Answer: A 🗳️
What are the 3 Care SWS portfolio segments?
- A. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE), Life Extender (LE) Services.
- B. Active Network Assurance (ANWA), Software Evolution & Expertise (SEE) and Multi Supplier Support (MSS).
- C. Active Network Assurance (ANWA), Preventive Services, Launch Support services.
- D. There are only two portfolio segments in Care SWS: Active Network Assurance (ANWA), Software Evolution & Expertise (SEE).
Correct Answer: B 🗳️
In order to report cost of poor quality, it is needed to:
- A. forecast cost of poor quality in NELLE.
- B. make internal cost transfer invoices to product lines.
- C. record the working time on the cost of poor quality SvO on projects in WTR.
- D. have a cost of poor quality budget approved in advance.
Correct Answer: C 🗳️
What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?
- A. Authorise service delivery without a customer order.
- B. Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
- C. Prepare a service offering and propose it to customer.
- D. Refuse service delivery until the customer raises a purchase order.
Correct Answer: B 🗳️
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