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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
| Service Delivery Operations | - Operational workflows and service assurance processes - End-to-end service lifecycle management |
| Tools and Platforms in SDM | - Nokia SDM toolchain overview - Monitoring, reporting, and service analytics |
| Customer Experience and CARE Practices | - Service quality and performance measurement - Customer support processes and escalation handling |
Nokia SDM Certification - CARE Sample Questions:
1. When we receive payment for a customer invoice, what financial statement is affected?
A) Balance Sheet statement only.
B) Profit & Loss and Cash Flow statements.
C) The Profit & Loss statement only.
D) Both the Profit & Loss statement and the Balance Sheet.
2. What are the three main phases of NSN business?
A) Sell, Deliver, Care.
B) Buy, Sell, Install.
C) Install, Commission, Integrate.
D) Sell, Install, Care.
3. How many milestones (gates) are defined in the contract renewal process?
A) 4
B) 6
C) 3
D) 7
4. What is Gross Profit?
A) Net Sales minus Cost of Goods Sold.
B) Gross sales minus all Operating Costs.
C) Gross Sales minus discounts and penalties.
D) Gross Sales minus Gross Costs.
5. How does an NSN-PRS report show that SAP / accounting system and NELLE are set-up consistently?
A) The half-year total remains stable.
B) Forecasted and actual cost and sales are on the same GICs.
C) It compares the GIC structure with the Service Order structure.
D) The totals coming from NELLE and SAP / accounting system match.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
