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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery - Introduction to Nokia Service Delivery Management concepts |
| Topic 2: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Topic 3: Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
| Topic 4: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
Nokia SDM Certification - CARE Sample Questions:
In which of the following situations can a company show profit at the same time as cash is decreasing?
- A. The company invoices and records sales, but the customers do not pay.
- B. When Work-in-Progress is invoiced and released as cost.
- C. Depreciation is much higher than amortization rates.
- D. When Work-in-Progress is increasing rapidly.
Correct Answer: A 🗳️
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. fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.
- B. forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
- C. increase the number of Sales Packages in NELLE, especially for sales.
- D. stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.
Correct Answer: B 🗳️
CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?
- A. A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.
- B. No need to record this as the agreement is temporary, verbal agreement should be enough.
- C. A contract amendment needs to be prepared, verified by lawyers and signed.
- D. The new setup should be described in the Care Plan and then shared internally and externally.
Correct Answer: D 🗳️
It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?
- A. SAP for April and May, NELLE for June.
- B. All form SAP / accounting system.
- C. All from Invoicing tool.
- D. All from NELLE.
Correct Answer: A 🗳️
What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?
- A. Authorise service delivery without a customer order.
- B. Refuse service delivery until the customer raises a purchase order.
- C. Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
- D. Prepare a service offering and propose it to customer.
Correct Answer: C 🗳️
