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Nokia SDM_2002001040 Exam Syllabus Topics:

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

Nokia SDM Certification - CARE Sample Questions:

1. A contract is about to expire but there is already a PO for the next year from the customer. Is there a need for CSDA?

A) No, because CSDA is to ensure that NSN doesn't deliver services without money. If there is a PO already in place before expiration, the CaPM just updates the contract end date.
B) Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
C) No, because PO is in place and invoicing is uninterrupted. After getting the written consent of the CT head and F&C Controller, contract prolongation in CDB is the next step and delivery continues.
D) Yes, CSDA is still needed because the contract is not signed. It means NSN is legally still vulnerable and management needs to grant written approval to acknowledge the higher risk.


2. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

A) F&C and the CT must be involved.
B) This can be done by the Care Program Manager alone.
C) This is an administrative task handled by NOLS support.
D) Legal and NOLS support is required to set up a separate agreement.


3. 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) Account Manager.
B) Care Program Manager.
C) Service Engagement Manager.
D) Account Manager or Care Program Manager.


4. SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

A) Previous + remote emergency support.
B) SW fault management for customization, impact analysis and 3rd party application support.
C) Help Desk for customization, SW fault management for customization, and impact analysis.
D) The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.


5. The following action must take place if NSN are not SOX Compliant:

A) CT Head will be dismissed from NSN with 30 days notice.
B) A new Contract signed and Customer Purchase Order issued as soon as possible.
C) NSN will be fined 2.5 times the annual value of the contract.
D) We must receive a Customer Purchase Order within 5 working days.


Solutions:

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

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