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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Network and Service Delivery Analysis | - Network topology and installed base considerations
|
| Topic 2: Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
| Topic 3: Customer Care Program Governance | - Care program management principles
|
Nokia SDM Certification - CARE Sample Questions:
1. Who is responsible for identifying Care business opportunities and new up-selling possibilities?
A) Multiple roles working in the Care Organization supported by the Care Program Manager.
B) Care Program Coordinator if assigned, otherwise Care Program Manager.
C) The Care Program Manager supported by the CT Head.
D) The Care Program Manager supported by the F&C Controller.
2. Who needs to agree on the Care Plan?
A) Customer and CT Head.
B) Care Program Manager and Customer.
C) Care Program Manager and CT Head.
D) Head of Care in region and Care Program Manager.
3. What is the purpose of the Care Agreement?
A) To set terms and conditions of Care Services performance.
B) To define Contract Performance Bonds.
C) To define penalties in the case of late delivery.
D) To list Customer Network topology.
4. In which documents are the Care service level commitments with the customer officially stated?
A) Project Plan.
B) Care Plan.
C) Care Agreement.
D) Account plan.
5. A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?
A) CaPM arranges directly with the local supplier.
B) CT Logistics.
C) Care 3rd Party Management.
D) CT Head.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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