Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Nokia : SDM_2002001040 Exam Premium Dumps
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Team development and motivation - Leadership for SDM roles - Managing service delivery teams - Cross-functional communication |
| Topic 2: Service Quality & Performance Monitoring | 20% | - Monitoring and measuring service performance - Service reporting and metrics analysis - Quality assurance and compliance - Service improvement methodologies |
| Topic 3: Customer Relationship Management | 25% | - Customer satisfaction measurement and improvement - Building and maintaining customer relationships - Communication and engagement strategies - Handling complaints and escalations |
| Topic 4: Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations |
| Topic 5: Service Delivery Operations | 25% | - Service desk operations and best practices - Service continuity and disaster recovery - Incident and service request management - Change and release management processes |
Nokia SDM Certification - CARE Sample Questions:
A customer is experiencing problems with element stability. What is the appropriate Care service to offer in this case?
- A. Spare Part Management.
- B. Care SWS preventive services or Active Software Support (ASWS).
- C. Software Maintenance.
- D. HWS or SWS Life Extender.
Correct Answer: B 🗳️
How can the Care Program Manager monitor GCC performance?
- A. The Resolve tool provides a report.
- B. Via monthly report distributed by GCC Engagement Team in most regions.
- C. With the monthly CDB report.
- D. The Care Program Coordinator provides a report.
Correct Answer: B 🗳️
What is the base-line against which we track Care profit?
- A. As-sold total contract profitability.
- B. ATP.
- C. Annual plan.
- D. Previous LE.
Correct Answer: C 🗳️
What is the MAIN customer relationship activity performed by the Care Program Manager?
- A. Acts as primary interface towards the customer for all NSN-related activities and issues.
- B. Acts as primary interface towards the customer for Care-related activities and issues.
- C. Acts as primary interface towards the customer for the Project Life Cycle activities and issues.
- D. Acts as deputy for the Account Manager.
Correct Answer: B 🗳️
What is the main financial management activity performed by the Care Program Manager?
- A. Overall Care Profit and Loss responsibility.
- B. Overall services Profit and Loss responsibility.
- C. Overall customer Profit and Loss responsibility.
- D. Overall account Profit and Loss profitability.
Correct Answer: A 🗳️
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