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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery Operations | 25% | - Change and release management processes - Incident and service request management - Service desk operations and best practices - Service continuity and disaster recovery |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Communication and engagement strategies - Building and maintaining customer relationships - Customer satisfaction measurement and improvement |
| Introduction to Service Delivery Management (SDM) | 20% | - Service Level Agreements (SLAs) and KPIs - Incident and problem resolution fundamentals - Customer requirements and expectations - Overview of SDM and role in customer support |
| Team Management & Leadership | 10% | - Cross-functional communication - Team development and motivation - Managing service delivery teams - Leadership for SDM roles |
| Service Quality & Performance Monitoring | 20% | - Service reporting and metrics analysis - Monitoring and measuring service performance - Service improvement methodologies - Quality assurance and compliance |
Nokia SDM Certification - CARE Sample Questions:
1. Can we recognize revenue based on a Letter of Intent?
A) Yes, as long as prices, scope of work and payment terms are specified.
B) Yes, if a Letter of Intent is legally binding under applicable law.
C) Yes, when it is a contract renewal situation and negotiations are advancing.
D) Yes, if the Letter of Intent refers to the continuation of terms and conditions of the previous Care Agreement.
2. Your Customer's Care Contract expired at the end of last year. In addition, NO Purchase Orders have been received from the Customer since the contract expired. How can Care service revenue be recognised in this case?
A) CT F&C decides how revenue is recognised.
B) Revenue is recognised based on the expired contract on a monthly basis.
C) Revenue is collected to WIP (Work-in-progress) and recognised after the contract is signed.
D) Revenue cannot be recognised.
3. In which document are the methods of working between PS and Care defined?
A) Care Plan.
B) Care Services - Professional Services Technical Support Co-operation Model.
C) Care Internal Monthly Report.
D) CaPM Handbook.
4. What basic services are included in SW Maintenance
A) Trouble Resolution, Technical Query, Care Management.
B) Trouble Resolution, Technical Query, Technical Support.
C) Trouble Resolution, Technical Query, SW Update.
D) Emergency Support, Trouble Resolution, Technical Query.
5. 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) forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
B) stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.
C) increase the number of Sales Packages in NELLE, especially for sales.
D) fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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