SDM_2002001040 Exam Dumps
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| Certification Provider: | Nokia |
|---|---|
| Exam Code / Number: | SDM_2002001040 |
| Exam Name: | SDM Certification - CARE |
| Exam Questions: | 121 |
| Last Updated: | Jul 13, 2026 |
| Corresponding Certification: | Nokia Certification |
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(201 Up Votes)Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Quality & Performance Monitoring | 20% | - Monitoring and measuring service performance - Service improvement methodologies - Quality assurance and compliance - Service reporting and metrics analysis |
| Team Management & Leadership | 10% | - Cross-functional communication - Leadership for SDM roles - Managing service delivery teams - Team development and motivation |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships |
| Service Delivery Operations | 25% | - Incident and service request management - Service desk operations and best practices - Service continuity and disaster recovery - Change and release management processes |
| Introduction to Service Delivery Management (SDM) | 20% | - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations - Incident and problem resolution fundamentals - Overview of SDM and role in customer support |