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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Introduction to Service Delivery Management (SDM)20%- Customer requirements and expectations
- Overview of SDM and role in customer support
- Incident and problem resolution fundamentals
- Service Level Agreements (SLAs) and KPIs
Topic 2: Service Delivery Operations25%- Change and release management processes
- Service continuity and disaster recovery
- Incident and service request management
- Service desk operations and best practices
Topic 3: Customer Relationship Management25%- Building and maintaining customer relationships
- Customer satisfaction measurement and improvement
- Communication and engagement strategies
- Handling complaints and escalations
Topic 4: Service Quality & Performance Monitoring20%- Monitoring and measuring service performance
- Quality assurance and compliance
- Service reporting and metrics analysis
- Service improvement methodologies
Topic 5: Team Management & Leadership10%- Managing service delivery teams
- Team development and motivation
- Cross-functional communication
- Leadership for SDM roles

Nokia SDM Certification - CARE Sample Questions:

1. What is a legally secure contract for NSN and a Customer?

A) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
B) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
C) Terms and conditions documenting the commitments of both parties needs to be written and signed.
D) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.


2. Who should be the responsible person in NSN to send the expiry notice letter of the Care Contract to the Customer?

A) CT F&
B) CT Head or Account Manager.
C) Account Manager.
D) Care Program Manager.


3. What is the main financial management activity performed by the Care Program Manager?

A) Overall customer Profit and Loss responsibility.
B) Overall services Profit and Loss responsibility.
C) Overall account Profit and Loss profitability.
D) Overall Care Profit and Loss responsibility.


4. Who is responsible for identifying Care business opportunities and new up-selling possibilities?

A) The Care Program Manager supported by the F&C Controller.
B) Multiple roles working in the Care Organization supported by the Care Program Manager.
C) Care Program Coordinator if assigned, otherwise Care Program Manager.
D) The Care Program Manager supported by the CT Head.


5. Who needs to agree on the Care Plan?

A) Customer and CT Head.
B) Care Program Manager and Customer.
C) Care Program Manager and CT Head.
D) Head of Care in region and Care Program Manager.


Solutions:

Question # 1
Answer: C
Question # 2
Answer: B
Question # 3
Answer: D
Question # 4
Answer: B
Question # 5
Answer: B

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