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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Network and Service Delivery Analysis | - Operational capability assessment
|
| Topic 2: Customer Care Program Governance | - Care program management principles
|
| Topic 3: Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
Nokia SDM Certification - CARE Sample Questions:
1. During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
A) Comment in the report that there have been wrong allocations.
B) Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
C) Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
D) Ask the CT head to support in finding and correcting possible reasons.
2. What is the purpose of the Care Agreement?
A) To define penalties in the case of late delivery.
B) To set terms and conditions of Care Services performance.
C) To list Customer Network topology.
D) To define Contract Performance Bonds.
3. What is the purpose of Care Program Management Assessment?
A) Verify the implementation and execution of the Care processes within certain CT.
B) Accessing the Network Elements under Care.
C) Check Care Program Manager's competence level.
D) Check Care processes' status in specific CT and CaPM's competence level.
4. Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?
A) Care Service Engagement Manager.
B) Care Renewal Leader.
C) Care Program Manager.
D) CT Head.
5. Is there a need for Risk Analysis in Care?
A) Always, at every stage of Care planning and execution.
B) No, Risk Analysis is a mandatory process in NI Project Management only.
C) Only when needed as there is no official process.
D) Only when establishing Care for the newly negotiated contract.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |






