Nokia SDM Certification - CARE : SDM_2002001040

  • Exam Code: SDM_2002001040
  • Exam Name: SDM Certification - CARE
  • Updated: Sep 14, 2026   Q&As: 121 Questions and Answers
  • Q & A: 121 Questions and Answers

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Nokia SDM_2002001040 Exam Syllabus Topics:
SectionObjectives
Topic 1: Network and Service Delivery Analysis- Operational capability assessment
  • 1. Internal service delivery capability analysis
    - Network topology and installed base considerations
    • 1. Impact of network architecture on service delivery
      • 2. Installed base evaluation for service risk
        Topic 2: Service Management and CARE Operations- Service Level Management and Customer Commitments
        • 1. Service Level Agreement analysis and risk evaluation
          • 2. Customer contractual obligations handling
            - Incident and Trouble Ticket Management
            • 1. Customer request vs contractual scope handling
              • 2. Trouble ticket classification and escalation process
                Topic 3: 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 are the four pillars of Care?

                    • A. Operational Management, SWS Management, HWS Management, Financial Management.
                    • B. Operational Management, Business Management, Financial Management, HWS Management.
                    • C. Customer Relationship, SWS Management, Operational Management, Financial Management.
                    • D. Customer Relationship, Care Business Management, Operational Management, Financial Management.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #2

                    A contract is renewed in which the terms, conditions and price have remained the same but the scope has changed. In order to maintain SOX compliance what should be done?

                    • A. Terms and conditions are the same, only scope has been changed. So a simple contract extension is all that is needed.
                    • B. If a contract is renewed, it is mandatory to create a new contract in CDB.
                    • C. A simple contract extension is needed in CDB as the major terms and conditions are the same.
                    • D. A new contract should be created in CDB as the scope has changed.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #3

                    What is the purpose of the Care Agreement?

                    • A. To define Contract Performance Bonds.
                    • B. To define penalties in the case of late delivery.
                    • C. To list Customer Network topology.
                    • D. To set terms and conditions of Care Services performance.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    Question #4

                    SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

                    • A. The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
                    • B. Previous + remote emergency support.
                    • C. Help Desk for customization, SW fault management for customization, and impact analysis.
                    • D. SW fault management for customization, impact analysis and 3rd party application support.
                    Reveal Solution  Discussion  0

                    Correct Answer: C  🗳️

                    Question #5

                    The Care Plan should be updated:

                    • A. At least once per year.
                    • B. Only after each contract change.
                    • C. After each change to Care setup described.
                    • D. On customer request only.
                    Reveal Solution  Discussion  0

                    Correct Answer: C  🗳️

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