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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: Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
| Topic 3: Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| Topic 4: Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
Nokia SDM Certification - CARE Sample Questions:
In order to report cost of poor quality, it is needed to:
- A. have a cost of poor quality budget approved in advance.
- B. make internal cost transfer invoices to product lines.
- C. forecast cost of poor quality in NELLE.
- D. record the working time on the cost of poor quality SvO on projects in WTR.
Correct Answer: D 🗳️
How can the Care Program Manager monitor GCC performance?
- A. With the monthly CDB report.
- B. Via monthly report distributed by GCC Engagement Team in most regions.
- C. The Resolve tool provides a report.
- D. The Care Program Coordinator provides a report.
Correct Answer: B 🗳️
Which of the Care Service Cancellation process tasks is NOT under Care Program Manager responsibility?
- A. Communication of changes related to customer's HWS services through the HWS organization and collaborators.
- B. Ensuring with local CLicS Key User that the Customer's users are removed from CLicS role management.
- C. Care contract closing in Contract Database.
- D. Identifying related 3rd party vendor support agreements.
Correct Answer: A 🗳️
How do you prove that you are in control of your financial processes?
- A. You do not exceed the cost base-line for the half-year.
- B. You can always explain the deviations.
- C. You delegate completely to F&C.
- D. There are no big deviations between forecast and actual.
Correct Answer: D 🗳️
Which transaction in SAP triggers the cost of work by an external supplier?
- A. Goods Receipt of the Purchase Order.
- B. Vendor item quantity update.
- C. Setting the value to the Purchase Order.
- D. Booking the supplier invoice.
Correct Answer: A 🗳️
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