Nokia SDM_2002001040 : SDM Certification - CARE

  • Exam Code: SDM_2002001040
  • Exam Name: SDM Certification - CARE
  • Updated: Oct 02, 2026
  • 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. Trouble ticket classification and escalation process
          • 2. Customer request vs contractual scope handling
            - Service Level Management and Customer Commitments
            • 1. Customer contractual obligations handling
              • 2. Service Level Agreement analysis and risk evaluation
                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

                    What Care SW service should be sold with every new SW sales?

                    • A. Software Maintenance (SWM).
                    • B. SW Change Mass provisioning.
                    • C. Launch Support.
                    • D. Life Extender (LE).
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

                    Question #2

                    Who is responsible for identifying Care business opportunities and new up-selling possibilities?

                    • A. The Care Program Manager supported by the F&C Controller.
                    • B. Multiple roles working in the Care Organization supported by the Care Program Manager.
                    • C. Care Program Coordinator if assigned, otherwise Care Program Manager.
                    • D. The Care Program Manager supported by the CT Head.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

                    Question #3

                    In a SI solution some non standard NSN servers are used. Who is responsible for the Equipment Support?

                    • A. Responsibility is split between SI and Care according to local agreement.
                    • B. 100% Care.
                    • C. NSN is responsible for only equipment used in NSN standard solutions and therefore the Customer must have contract directly with the equipment provider.
                    • D. SI local organization.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

                    Question #4

                    Care Plan can be used as:

                    • A. Financial Planning support tool in CT.
                    • B. Basic reference in contractual disputes with customer.
                    • C. The source of resource forecast data.
                    • D. Service Manual, helping to induct new Care Team members.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #5

                    Who is responsible for commercial and relationship escalation towards the customer?

                    • A. Care Program Manager supported by CT Head.
                    • B. CT Head supported by Care Program Management.
                    • C. Care Program Manager.
                    • D. Care Program Manager supported by Project Manager.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

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