PDF Version DemoNokia SDM_2002001040 Exam Overview:
| Certification Vendor: | Nokia |
| Exam Name: | SDM Certification - CARE |
| Exam Number: | SDM_2002001040 |
| Exam Price: | Not publicly specified |
| Exam Duration: | Not publicly specified |
| Exam Format: | Not publicly specified (likely multiple-choice assessment) |
| Available Languages: | English |
| Real Exam Qty: | Not publicly specified |
| Related Certifications: | Nokia Service Delivery Management (SDM) Certifications |
| Passing Score: | Not publicly specified |
| Certificate Validity Period: | Not publicly specified |
| Sample Questions: | Nokia SDM_2002001040 Sample Questions |
| Exam Way: | Likely online assessment through Nokia learning or certification platform |
| Pre Condition: | No formal prerequisite publicly specified; familiarity with telecom service delivery operations recommended |
| Official Syllabus URL: | https://www.nokia.com/networks/services/ |
Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
| Topic 2: Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
| Topic 3: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
| Topic 4: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
Nokia SDM Certification - CARE Sample Questions:
1. The Care Plan should:
A) always be considered as the latest document agreed with customer, overruling the contract.
B) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
C) serve as a contract summary with no reference to other issues.
D) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
2. During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
A) Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
B) Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
C) Ask the CT head to support in finding and correcting possible reasons.
D) Comment in the report that there have been wrong allocations.
3. What is the Care Program Manager's role in up-selling?
A) To get some additional Care services orders.
B) To identify and promote additional services to the customer.
C) To make presentations about new NSN products to the customer.
D) To sell Hardware Services and Software Services to the customer.
4. In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?
A) Inform and train the customer about the NSN Care service delivery processes and practices.
B) Make sure that the customer has accepted the network elements with acceptance certificates.
C) Organize site access for NSN maintenance personnel.
D) Ensure that the Care Plan is created, communicated and agreed with customer.
5. What is the Assist tool?
A) We don't use this tool in NSN Care.
B) A knowledge management tool.
C) A relational Database.
D) A helpdesk data entry tool.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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