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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Care Program Governance | - Care program management principles
|
| Topic 2: Service Management and CARE Operations | - Incident and Trouble Ticket Management
|
| Topic 3: Network and Service Delivery Analysis | - Operational capability assessment
|
Nokia SDM Certification - CARE Sample Questions:
In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?
- A. Inform and train the customer about the NSN Care service delivery processes and practices.
- B. Ensure that the Care Plan is created, communicated and agreed with customer.
- C. Make sure that the customer has accepted the network elements with acceptance certificates.
- D. Organize site access for NSN maintenance personnel.
Correct Answer: C 🗳️
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.
Correct Answer: D 🗳️
SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?
- A. The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
- B. SW fault management for customization, impact analysis and 3rd party application support.
- C. Previous + remote emergency support.
- D. Help Desk for customization, SW fault management for customization, and impact analysis.
Correct Answer: D 🗳️
Who is responsible for entering CARE data into NELLE?
- A. Cost & Progress Manager.
- B. Project F&C with the input from CaPM.
- C. Care Program Manager.
- D. Services Account Manager.
Correct Answer: B 🗳️
Who is responsible for providing comments regarding Care financial deviation to plan?
- A. CT Head.
- B. Care Program Manager.
- C. F&C Controller.
- D. Project Manager.
Correct Answer: B 🗳️
