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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% | - Quality assurance and compliance - Service reporting and metrics analysis - Monitoring and measuring service performance - Service improvement methodologies |
| Topic 3: Introduction to Service Delivery Management (SDM) | 20% | - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Incident and problem resolution fundamentals - Overview of SDM and role in customer support |
| Topic 4: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Change and release management processes - Incident and service request management - Service desk operations and best practices |
| Topic 5: Customer Relationship Management | 25% | - Handling complaints and escalations - Communication and engagement strategies - Customer satisfaction measurement and improvement - Building and maintaining customer relationships |
Nokia SDM Certification - CARE Sample Questions:
1. In NELLE, CIT resources are:
A) not planned with NELLE.
B) planned as man-working-days (MWD).
C) planned as Head-Count.
D) planned as money value.
2. What is a legally secure contract for NSN and a Customer?
A) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
B) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
C) Terms and conditions documenting the commitments of both parties needs to be written and signed.
D) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
3. Who should NOT participate in a Care Services tender?
A) R&D Engineer.
B) Cost Manager.
C) Service Product Manager.
D) Care Program Manager.
4. A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?
A) Care 3rd Party Service Manager.
B) Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
C) SI Technical Manager.
D) Care Program Manager.
5. 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) It compares the GIC structure with the Service Order structure.
D) Forecasted and actual cost and sales are on the same GICs.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |


