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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
| Topic 2: SDM Overview and CARE Framework | - CARE model principles and objectives in service delivery - Introduction to Nokia Service Delivery Management concepts |
| Topic 3: Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| Topic 4: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
Nokia SDM Certification - CARE Sample Questions:
Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?
- A. Care Renewal Leader.
- B. Care Service Engagement Manager.
- C. CT Head.
- D. Care Program Manager.
A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?
- A. Care Agreement.
- B. Warranty Standard contract.
- C. 1st Warranty Standard and the next 4 as Warranty Extended contract.
- D. Warranty Extended contract.
Which transaction in SAP triggers the cost of work by an external supplier?
- A. Vendor item quantity update.
- B. Setting the value to the Purchase Order.
- C. Booking the supplier invoice.
- D. Goods Receipt of the Purchase Order.
What is the main HWS KPI related to Delivery Accuracy?
- A. The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
- B. The percentage of failure reports processed within the agreed Turn Around Time.
- C. The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.
- D. The percentage of faulty units received from a Customer within the agreed Turn Around Time.
How the resource requirement forecast is taken from NELLE inputs?
- A. NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.
- B. Resource streams manager analyse input and define the number of resources needed.
- C. F&C controller evaluates the required use of resources and calculates the expected SPC cost.
- D. NELLE planning packages include resource requirements and total figures are calculated automatically.
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