Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
| Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
| Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery - Introduction to Nokia Service Delivery Management concepts |
Nokia SDM Certification - CARE Sample Questions:
What characterizes good forecasting?
- A. The resource estimate is no more than 10% above the actual requirements, to ensure availability.
- B. It is done independently by the Controller who then gets the financial parameters exactly right.
- C. All resources are forecast as one monthly total, to keep the process simple and efficient.
- D. The estimate for the profit does not fluctuate, unless the business changes.
A customer's Care Contract expires within the next 6 months, what needs to be done?
- A. Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
- B. Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
- C. Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.
- D. Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
Who provides engineering resources to Care?
- A. Care Program Manager.
- B. Stream Managers.
- C. Care Head.
- D. Project Manager.
How does an NSN-PRS report show that SAP / accounting system and NELLE are set-up consistently?
- A. The half-year total remains stable.
- B. The totals coming from NELLE and SAP / accounting system match.
- C. Forecasted and actual cost and sales are on the same GICs.
- D. It compares the GIC structure with the Service Order structure.
Is there a need for Risk Analysis in Care?
- A. Always, at every stage of Care planning and execution.
- B. No, Risk Analysis is a mandatory process in NI Project Management only.
- C. Only when needed as there is no official process.
- D. Only when establishing Care for the newly negotiated contract.
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