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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
| Topic 2: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Topic 3: SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery - Introduction to Nokia Service Delivery Management concepts |
| 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. What are the CaPM responsibilities regarding cost management?
A) To monitor costs on a periodic basis and initiate corrective actions as needed.
B) To support the F&C Controller in her/his cost monitoring activity.
C) To support the CT Head in her/his cost monitoring activity.
D) To review the actual financial data against the estimated figures and report it to the CT Head.
2. A customer is experiencing problems with element stability. What is the appropriate Care service to offer in this case?
A) Care SWS preventive services or Active Software Support (ASWS).
B) Software Maintenance.
C) HWS or SWS Life Extender.
D) Spare Part Management.
3. How can the Care Program Manager monitor GCC performance?
A) With the monthly CDB report.
B) The Resolve tool provides a report.
C) Via monthly report distributed by GCC Engagement Team in most regions.
D) The Care Program Coordinator provides a report.
4. In which documents are the Care service level commitments with the customer officially stated?
A) Care Agreement.
B) Project Plan.
C) Account plan.
D) Care Plan.
5. What is the content of the Care Plan?
A) NSN Care contacts, map of power, CT organization chart.
B) Services, schedules, contacts, care procedures, customer installed base.
C) Upgrades and updates schedules.
D) NSN contacts and Emergency escalation procedure.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
