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Updated: Sep 09, 2026
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Nokia SDM_2002001040 Exam Overview:
| Certification Vendor: | Nokia |
|---|---|
| Exam Name: | SDM Certification - CARE Exam |
| Exam Number: | SDM_2002001040 |
| Real Exam Qty: | 80-120 |
| Exam Price: | $125 USD |
| Certificate Validity Period: | 3 years |
| Available Languages: | English |
| Exam Format: | Multiple Choice, Scenario-Based Questions |
| Related Certifications: | Nokia SDM Certification Track |
| Passing Score: | 70% |
| Exam Duration: | 180 minutes |
| Recommended Training: | Nokia SDM CARE Official Training |
| Exam Registration: | Pearson VUE Exam Scheduling Nokia Learning Services Registration |
| Sample Questions: | Nokia SDM_2002001040 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE authorized test centers |
| Pre Condition: | No formal prerequisites; recommended basic knowledge of Nokia service delivery and customer support processes |
| Official Syllabus URL: | https://learningstore.nokia.com/ |
Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs |
| Team Management & Leadership | 10% | - Cross-functional communication - Team development and motivation - Leadership for SDM roles - Managing service delivery teams |
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Monitoring and measuring service performance - Service reporting and metrics analysis - Service improvement methodologies |
| Service Delivery Operations | 25% | - Change and release management processes - Service continuity and disaster recovery - Service desk operations and best practices - Incident and service request management |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships |
Nokia SDM Certification - CARE Sample Questions:
Question 1
Variable costs:
A. vary according to an index.
B. vary with the volume of production.
C. is an efficiency ratio.
D. are same as OPEX costs.
Question 2
Who is responsible for providing comments regarding Care financial deviation to plan?
A. F&C Controller.
B. CT Head.
C. Care Program Manager.
D. Project Manager.
Question 3
Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?
A. Negotiate the prices with the customer.
B. Agree the prices internally.
C. Ensure the Care Contract re-negotiations are initiated in a timely fashion.
D. Write the Care Contract document.
Question 4
The following action must take place if NSN are not SOX Compliant:
A. CT Head will be dismissed from NSN with 30 days notice.
B. We must receive a Customer Purchase Order within 5 working days.
C. A new Contract signed and Customer Purchase Order issued as soon as possible.
D. NSN will be fined 2.5 times the annual value of the contract.
Question 5
What is the main business responsibility of the Care Program Manager?
A. Supervises sales and costs and defines discounts.
B. Supervises revenues and costs and analyses profitability.
C. Supervises revenues and costs and approves customer discounts.
D. Supervises revenues and costs and provides reports to the Account Manager.
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: B |
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