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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Care Program Governance- Care program management principles
  • 1. Role of Care Program Manager in service operations
    • 2. Coordination with SSM, AM, and CT Heads
      Topic 2: Service Management and CARE Operations- Service Level Management and Customer Commitments
      • 1. Customer contractual obligations handling
        • 2. Service Level Agreement analysis and risk evaluation
          - Incident and Trouble Ticket Management
          • 1. Trouble ticket classification and escalation process
            • 2. Customer request vs contractual scope handling
              Topic 3: Network and Service Delivery Analysis- Network topology and installed base considerations
              • 1. Installed base evaluation for service risk
                • 2. Impact of network architecture on service delivery
                  - Operational capability assessment
                  • 1. Internal service delivery capability analysis

                    Nokia SDM Certification - CARE Sample Questions:

                    1. In which of the following situations can a company show profit at the same time as cash is decreasing?

                    A) When Work-in-Progress is invoiced and released as cost.
                    B) When Work-in-Progress is increasing rapidly.
                    C) When a company invests its profits to expand its manufacturing capability.
                    D) Depreciation is much higher than amortization rates.


                    2. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

                    A) Legal and NOLS support is required to set up a separate agreement.
                    B) This can be done by the Care Program Manager alone.
                    C) This is an administrative task handled by NOLS support.
                    D) F&C and the CT must be involved.


                    3. How can the Care Program Manager monitor GCC performance?

                    A) The Care Program Coordinator provides a report.
                    B) The Resolve tool provides a report.
                    C) With the monthly CDB report.
                    D) Via monthly report distributed by GCC Engagement Team in most regions.


                    4. What is the purpose of Care Program Management Assessment?

                    A) Accessing the Network Elements under Care.
                    B) Check Care processes' status in specific CT and CaPM's competence level.
                    C) Verify the implementation and execution of the Care processes within certain CT.
                    D) Check Care Program Manager's competence level.


                    5. What is the most important reason to have customer reporting in place?

                    A) Because it is desired to have Customer Management get NSN vision about Care services performance.
                    B) Because it is a standard Care BL requirement.
                    C) Through this report Customer Management can understand the value we deliver for the money they pay.
                    D) Because NSN Global Services management is requesting Care to do it.


                    Solutions:

                    Question # 1
                    Answer: C
                    Question # 2
                    Answer: A
                    Question # 3
                    Answer: D
                    Question # 4
                    Answer: C
                    Question # 5
                    Answer: C

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