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  • Exam Code: SDM_2002001040
  • Exam Name: SDM Certification - CARE
  • Updated: Sep 08, 2026
  • Q & A: 121 Questions and Answers
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  • Exam Code: SDM_2002001040
  • Exam Name: SDM Certification - CARE
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  • Exam Code: SDM_2002001040
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  • Q & A: 121 Questions and Answers
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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Network and Service Delivery Analysis- Network topology and installed base considerations
  • 1. Installed base evaluation for service risk
    • 2. Impact of network architecture on service delivery
      - Operational capability assessment
      • 1. Internal service delivery capability analysis
        Service Management and CARE Operations- Incident and Trouble Ticket Management
        • 1. Customer request vs contractual scope handling
          • 2. Trouble ticket classification and escalation process
            - Service Level Management and Customer Commitments
            • 1. Service Level Agreement analysis and risk evaluation
              • 2. Customer contractual obligations handling
                Customer Care Program Governance- Care program management principles
                • 1. Coordination with SSM, AM, and CT Heads
                  • 2. Role of Care Program Manager in service operations

                    Nokia SDM Certification - CARE Sample Questions:

                    Question 1

                    Is it possible to see the sales revenue for a month in your financial report, even if an invoice has not been sent to the customer?

                    A. No, because sales are always recorded when the customer invoice is sent.
                    B. Yes, because F&C accrue or defer the revenue from the sale.
                    C. Yes, because the invoice is generated automatically.
                    D. No, because this is not SOX compliant.


                    Question 2

                    Who is responsible for providing comments regarding Care financial deviation to plan?

                    A. CT Head.
                    B. F&C Controller.
                    C. Project Manager.
                    D. Care Program Manager.


                    Question 3

                    In NELLE, CIT resources are:

                    A. not planned with NELLE.
                    B. planned as Head-Count.
                    C. planned as money value.
                    D. planned as man-working-days (MWD).


                    Question 4

                    Who is the person responsible for following up on case handling?

                    A. Care Program Coordinator.
                    B. Care Technical Manager.
                    C. Customer Performance Manager (CpFM).
                    D. Care Program Manager.


                    Question 5

                    A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?

                    A. CT Head.
                    B. CaPM arranges directly with the local supplier.
                    C. Care 3rd Party Management.
                    D. CT Logistics.


                    Solutions:

                    Question 1
                    Answer: B
                    Question 2
                    Answer: D
                    Question 3
                    Answer: D
                    Question 4
                    Answer: C
                    Question 5
                    Answer: B

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