Nokia SDM_2002001040 - SDM Certification - CARE

Nokia SDM_2002001040 Actual PDF
  • Exam Code: SDM_2002001040
  • Exam Name: SDM Certification - CARE
  • Updated: Sep 17, 2026
  • Q & A: 121 Questions and Answers
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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionWeightObjectives
Introduction to Service Delivery Management (SDM)20%- Customer requirements and expectations
- Overview of SDM and role in customer support
- Incident and problem resolution fundamentals
- Service Level Agreements (SLAs) and KPIs
Team Management & Leadership10%- Managing service delivery teams
- Leadership for SDM roles
- Team development and motivation
- Cross-functional communication
Service Quality & Performance Monitoring20%- Quality assurance and compliance
- Monitoring and measuring service performance
- Service improvement methodologies
- Service reporting and metrics analysis
Service Delivery Operations25%- Service desk operations and best practices
- Change and release management processes
- Service continuity and disaster recovery
- Incident and service request management
Customer Relationship Management25%- Building and maintaining customer relationships
- Customer satisfaction measurement and improvement
- Communication and engagement strategies
- Handling complaints and escalations

Nokia SDM Certification - CARE Sample Questions:

Question #1

What standard response times for trouble resolution and technical query should be proposed to a new customer?

  • A. Customer requirements.
  • B. Response times which are defined in the global Care Contract Template.
  • C. Response times in other CTs in the same country.
  • D. Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

Which of the following statements is true for GCC charges?

  • A. Account will be charged for escalated tickets only.
  • B. Account will be charged a fixed monthly allocation.
  • C. Account will be charged for logged tickets, even when solved locally.
  • D. Account will be charged the working time from WTR.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

  • A. All form SAP / accounting system.
  • B. All from Invoicing tool.
  • C. SAP for April and May, NELLE for June.
  • D. All from NELLE.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #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 Program Manager.
  • C. Care Renewal Leader.
  • D. CT Head.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

How the resource requirement forecast is taken from NELLE inputs?

  • A. Resource streams manager analyse input and define the number of resources needed.
  • B. NELLE planning packages include resource requirements and total figures are calculated automatically.
  • C. F&C controller evaluates the required use of resources and calculates the expected SPC cost.
  • D. NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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