Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Care Program Governance | - Care program management principles
|
| Service Management and CARE Operations | - Incident and Trouble Ticket Management
|
| Network and Service Delivery Analysis | - Operational capability assessment
|
Nokia SDM Certification - CARE Sample Questions:
Which of the following statements is true to be SOX Compliant in SDM-EX4-Care Contract Management?
- A. NSN must have a letter of intent from the Customer's Legal Department.
- B. NSN must have a Customer Purchase Order for the actual Care we are delivering.
- C. NSN must have a written, signed Contract and a Customer Purchase Order.
- D. NSN must have a Contract defined in CDB and a Customer Purchase Order.
Correct Answer: C 🗳️
During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
- A. Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
- B. Comment in the report that there have been wrong allocations.
- C. Ask the CT head to support in finding and correcting possible reasons.
- D. Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
Correct Answer: A 🗳️
Who is the person responsible for following up on case handling?
- A. Care Technical Manager.
- B. Customer Performance Manager (CpFM).
- C. Care Program Coordinator.
- D. Care Program Manager.
Correct Answer: B 🗳️
What are the Care SW services in the portfolio segment Active Network Assurance (ANWA)?
- A. Preventive services, launch support, On site troubleshooting, tailored technical support.
- B. 3'rd party management and support, 3'rd party support from various vendors.
- C. Software Maintenance (SWM), Emergency services, Life Extender (LE) and Active Software Support (ASWS).
- D. SW change planning & support, SW change mass provisioning, SW change testing, Network cloning services.
Correct Answer: C 🗳️
What standard response times for trouble resolution and technical query should be proposed to a new customer?
- A. Response times which are defined in the global Care Contract Template.
- B. Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
- C. Response times in other CTs in the same country.
- D. Customer requirements.
Correct Answer: A 🗳️
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