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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Topic 2: SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery - Introduction to Nokia Service Delivery Management concepts |
| Topic 3: Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
| Topic 4: Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
Nokia SDM Certification - CARE Sample Questions:
The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:
- A. increase the number of Sales Packages in NELLE, especially for sales.
- B. forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
- C. fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.
- D. stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.
Correct Answer: B 🗳️
A customer is planning a change to new NSN solutions/technologies. The customer wants to maximise the return on their existing investment in their mature network. What Care services are appropriate in this case?
- A. Spare Part Management (SPM).
- B. Active Software Support (ASWS).
- C. Expert Support services.
- D. HWS and/or SWS Life Extender.
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. Care Program Manager.
- B. Account Manager.
- C. CT Head or Account Manager.
- D. CT F&
Correct Answer: C 🗳️
Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?
- A. Care Program Manager.
- B. Service Engagement Manager.
- C. Account Manager.
- D. Account Manager or Care Program Manager.
Correct Answer: D 🗳️
The Care Plan should be updated:
- A. At least once per year.
- B. After each change to Care setup described.
- C. Only after each contract change.
- D. On customer request only.
Correct Answer: B 🗳️
