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SDM Certification - CARE (SDM_2002001040) exam Dumps

SDM-2002001040 exam Format | Course Contents | Course Outline | exam Syllabus | exam Objectives

Exam Details for SDM-2002001040 SDM Certification - CARE (SDM_2002001040):

Number of Questions: The SDM-2002001040 exam typically consists of multiple-choice questions. The exact number of questions may vary.

Time Limit: The exam has a time limit of 3 hours (180 minutes).

Course Outline:
The SDM-2002001040 SDM Certification - CARE course focuses on equipping candidates with the knowledge and skills required to effectively manage and provide customer support in a service delivery management (SDM) role. The course outline covers the following key topics:

1. Introduction to Service Delivery Management (SDM):
- Overview of SDM and its role in customer support
- Understanding customer requirements and expectations
- Service level agreements (SLAs) and key performance indicators (KPIs)
- Incident management and problem resolution processes

2. Customer Relationship Management (CRM):
- Building and maintaining customer relationships
- Customer communication and engagement strategies
- Handling customer complaints and escalations
- Customer satisfaction measurement and improvement

3. Service Delivery Operations:
- Service desk operations and best practices
- Incident and request management processes
- Change management and release management
- Service continuity and disaster recovery planning

4. Service Quality and Performance Monitoring:
- Monitoring and measuring service performance
- Service reporting and metrics analysis
- Service improvement initiatives and techniques
- Service quality assurance and compliance

5. Team Management and Leadership:
- Managing service delivery teams
- Team development and motivation
- Effective communication and collaboration
- Leadership skills for SDM roles

Exam Objectives:
The SDM-2002001040 exam aims to assess the following objectives:

1. Understanding of service delivery management principles and practices.
2. Proficiency in customer relationship management and customer support techniques.
3. Knowledge of service delivery operations, incident management, and problem resolution.
4. Competence in service quality monitoring, performance measurement, and improvement.
5. Familiarity with team management and leadership skills required in an SDM role.

Exam Syllabus:
The SDM-2002001040 exam covers the following syllabus:

1. Introduction to Service Delivery Management (SDM)
- Overview of SDM and its role in customer support
- Understanding customer requirements and expectations
- Service level agreements (SLAs) and key performance indicators (KPIs)
- Incident management and problem resolution processes

2. Customer Relationship Management (CRM)
- Building and maintaining customer relationships
- Customer communication and engagement strategies
- Handling customer complaints and escalations
- Customer satisfaction measurement and improvement

3. Service Delivery Operations
- Service desk operations and best practices
- Incident and request management processes
- Change management and release management
- Service continuity and disaster recovery planning

4. Service Quality and Performance Monitoring
- Monitoring and measuring service performance
- Service reporting and metrics analysis
- Service improvement initiatives and techniques
- Service quality assurance and compliance

5. Team Management and Leadership
- Managing service delivery teams
- Team development and motivation
- Effective communication and collaboration
- Leadership skills for SDM roles

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Nokia
SDM-2002001040
SDM Certification - CARE (SDM_2002001040)
https://killexams.com/pass4sure/exam-detail/SDM-2002001040
QUESTION: 114
In order to report cost of poor quality, it is needed to:
A. make internal cost transfer invoices to product lines.
B. forecast cost of poor quality in NELLE.
C. record the working time on the cost of poor quality SvO on projects in WTR.
D. have a cost of poor quality budget approved in advance.
Answer: C
QUESTION: 115
What are the four pillars of Care?
A. Customer Relationship, Care Business Management, Operational Management,
Financial Management.
B. Customer Relationship, SWS Management, Operational Management, Financial
Management.
C. Operational Management, SWS Management, HWS Management, Financial
Management.
D. Operational Management, Business Management, Financial Management, HWS
Management.
Answer: A
QUESTION: 116
A customer has a free 3-year warranty contract. What contract type is used in
CDB/SAP?
A. Care Agreement.
B. Warranty Standard contract.
C. Warranty Extended contract.
D. 1st Warranty Standard and Warranty Extended for the next 2 years.
Answer: C
QUESTION: 117
During the preparation of the Care Plan, it is recommended that the Care Program
Manager reviews which of the following?
A. Care Agreement, Supply Contract, Project Plan, WTR Report, Account Plan, NSN-
PRS Report.
B. Care Agreement, other Service Agreements, Supply Contract, Project Plan, Account
Plan, 3rd Party Agreements.
C. Care Agreement, NELLE Forecast, Supply Contract, WTR Report, Project Plan,
Account Plan.
D. Supply Contract, NSN-PRS Report, Project Plan, Account Plan, 3rd Party
Agreements.
Answer: B
QUESTION: 118
A customer contract contains 3rd party installed base. Who needs to be contacted to
arrange back to back 3rd party contract?
A. CT Logistics.
B. Care 3rd Party Management.
C. CaPM arranges directly with the local supplier.
D. CT Head.
Answer: C
QUESTION: 119
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.
Answer: B
QUESTION: 120
Which of the Care Service Cancellation process tasks is NOT under Care Program
Manager responsibility?
A. Care contract closing in Contract Database.
B. Ensuring with local CLicS Key User that the Customers users are removed from
CLicS role management.
C. Communication of changes related to customer's HWS services through the HWS
organization and collaborators.
D. Identifying related 3rd party vendor support agreements.
Answer: C
QUESTION: 121
Which of the following is not included in the SPC rate?
A. Regional management overhead.
B. Telephone costs.
C. International travel.
D. Training costs.
Answer: C
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