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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management and CARE Operations | - Incident and Trouble Ticket Management
|
| Topic 2: Customer Care Program Governance | - Care program management principles
|
| Topic 3: Network and Service Delivery Analysis | - Operational capability assessment
|
Nokia SDM Certification - CARE Sample Questions:
1. Care Sales represents a proportion of total NSN sales. What approximately is that proportion?
A) 0,1.
B) 0,05.
C) 0,3.
D) 0,2.
2. What is the content of the Care Plan?
A) NSN contacts and Emergency escalation procedure.
B) Upgrades and updates schedules.
C) NSN Care contacts, map of power, CT organization chart.
D) Services, schedules, contacts, care procedures, customer installed base.
3. What standard response times for trouble resolution and technical query should be proposed to a new customer?
A) Response times in other CTs in the same country.
B) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
C) Response times which are defined in the global Care Contract Template.
D) Customer requirements.
4. A customer is planning a change to new NSN solutions/technologies. The customer wants to maximise the return on their existing investment in their mature network. What Care services are appropriate in this case?
A) Active Software Support (ASWS).
B) Spare Part Management (SPM).
C) HWS and/or SWS Life Extender.
D) Expert Support services.
5. The largest impact on the SPC rate comes from:
A) the total headcount.
B) management overhead.
C) the utilization ratio.
D) internal allocations.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
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