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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Relationship Management | 25% | - Building and maintaining customer relationships - Customer satisfaction measurement and improvement - Communication and engagement strategies - Handling complaints and escalations |
| Service Delivery Operations | 25% | - Incident and service request management - Service continuity and disaster recovery - Service desk operations and best practices - Change and release management processes |
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service reporting and metrics analysis - Service improvement methodologies - Monitoring and measuring service performance |
| Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Incident and problem resolution fundamentals |
| Team Management & Leadership | 10% | - Cross-functional communication - Managing service delivery teams - Team development and motivation - Leadership for SDM roles |
Nokia SDM Certification - CARE Sample Questions:
What standard response times for trouble resolution and technical query should be proposed to a new customer?
- A. Response times in other CTs in the same country.
- B. Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
- C. Response times which are defined in the global Care Contract Template.
- D. Customer requirements.
What is Cost of Goods Sold?
- A. Entertainment Costs.
- B. The cost of producing Products or Services sold.
- C. Marketing Costs.
- D. Contract Financing Costs.
Care Plan can be used as:
- A. The source of resource forecast data.
- B. Financial Planning support tool in CT.
- C. Basic reference in contractual disputes with customer.
- D. Service Manual, helping to induct new Care Team members.
What basic services are included in SW Maintenance
- A. Trouble Resolution, Technical Query, Care Management.
- B. Emergency Support, Trouble Resolution, Technical Query.
- C. Trouble Resolution, Technical Query, SW Update.
- D. Trouble Resolution, Technical Query, Technical Support.
Who approves free of charge services included in the Care Contract?
- A. Sales Director.
- B. Care Program Manager.
- C. Head of CT after consulting Sales Director.
- D. Depending on NSN policy regarding discounts the person may vary.
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