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Nokia SDM_2002001040 Exam Overview:
| Certification Vendor: | Nokia |
| Exam Name: | SDM Certification - CARE Exam |
| Exam Number: | SDM_2002001040 |
| Exam Duration: | 180 minutes |
| Exam Format: | Multiple Choice, Scenario-Based Questions |
| Certificate Validity Period: | 3 years |
| Real Exam Qty: | 80-120 |
| Related Certifications: | Nokia SDM Certification Track |
| Exam Price: | $125 USD |
| Passing Score: | 70% |
| Available Languages: | English |
| Recommended Training: | Nokia SDM CARE Official Training |
| Exam Registration: | Nokia Learning Services Registration Pearson VUE Exam Scheduling |
| Sample Questions: | Nokia SDM_2002001040 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE authorized test centers |
| Pre Condition: | No formal prerequisites; recommended basic knowledge of Nokia service delivery and customer support processes |
| Official Syllabus URL: | https://learningstore.nokia.com/ |
Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 - Leadership for SDM roles - Managing service delivery teams |
| Service Delivery Operations | 25% | - Service continuity and disaster recovery - Incident and service request management - Service desk operations and best practices - Change and release management processes |
| Service Quality & Performance Monitoring | 20% | - Monitoring and measuring service performance - Service improvement methodologies - Quality assurance and compliance - Service reporting and metrics analysis |
| Customer Relationship Management | 25% | - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships - Handling complaints and escalations |
Nokia SDM Certification - CARE Sample Questions:
1. How does an NSN-PRS report show that SAP / accounting system and NELLE are set-up consistently?
A) The totals coming from NELLE and SAP / accounting system match.
B) Forecasted and actual cost and sales are on the same GICs.
C) It compares the GIC structure with the Service Order structure.
D) The half-year total remains stable.
2. Who is responsible for entering CARE data into NELLE?
A) Care Program Manager.
B) Project F&C with the input from CaPM.
C) Services Account Manager.
D) Cost & Progress Manager.
3. A contract is about to expire but there is already a PO for the next year from the customer. Is there a need for CSDA?
A) Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
B) Yes, CSDA is still needed because the contract is not signed. It means NSN is legally still vulnerable and management needs to grant written approval to acknowledge the higher risk.
C) No, because PO is in place and invoicing is uninterrupted. After getting the written consent of the CT head and F&C Controller, contract prolongation in CDB is the next step and delivery continues.
D) No, because CSDA is to ensure that NSN doesn't deliver services without money. If there is a PO already in place before expiration, the CaPM just updates the contract end date.
4. Who should be the responsible person in NSN to send the expiry notice letter of the Care Contract to the Customer?
A) Care Program Manager.
B) CT F&
C) CT Head or Account Manager.
D) Account Manager.
5. Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?
A) Care Program Manager.
B) Account Manager or Care Program Manager.
C) Account Manager.
D) Service Engagement Manager.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
By Webster
