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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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SDM-2002001040 PDF Sample Questions

SDM-2002001040 Sample Questions

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 Customer�s 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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rapid antigen-based mostly testing became quickly embraced for its ease of use and pace; effects are available within an unheard of 30 min, probably at the aspect of care, and with out the requirement for laboratory-informed personnel. For these explanations, it's the most time-honored diagnostic look at various for RSV. RADTs are fast immunoassays and are available from plenty of producers in in a position-made commercialized kits. With one pattern of secretions from the nasopharyngeal cavity, a qualitative fantastic or terrible result is received within 10–30 min. To perform this examine, no specific virology competencies is required. on the bedside, they present a pragmatic solution to the query: 'Does my affected person have RSV?'.

RADTs can be found in a 3 codecs: immunochromatographic (ICR) tests, enzyme immunoassays (EIA) and optical immunoassays (OIA). The unchanged principle of these checks is as follows: if current, a macroscopic color trade will occur, indicating that the patient's nasopharyngeal pattern carries viral proteins. Most assays goal the RSV fusion surface glycoprotein. The colour change is mediated by using the binding of viral protein from the sample to the look at various's RSV-particular antibodies. The apparatus, sequence of binding reactions and macroscopic signaling mechanism range, although.

For those unacquainted, ICR assessments may also be compared with a pharmacy-purchased being pregnant check. The ICR verify includes a strip of nitrocellulose paper with a pattern port at one end and the look at various result and control line on the other (determine 1). The affected person's sample is introduced to the port, the place antibodies targeting the virus fusion protein can bind the antigen within the pattern. Capillary motion migrates the resultant complicated along the strip, where it binds a 2nd set of virus-particular antibodies, attached to the outcomes line enviornment. This second binding, with the coalescence of the antigen–antibody complexes, produces the look of a colored line and shows a favorable verify. Most assays even have a positive manage line protected; this demonstrates that the check's reagents are functional and the examine changed into carried out properly. In EIAs, an enzyme produces the color exchange over the entire membrane (figure 2). To beginning, the patient's pattern is forced via a device inflicting the adherence of viral proteins from the sample to the test membrane. Then, enzyme-labeled antibodies are delivered, followed via a wash step. Peroxidases, corresponding to horseradish peroxidase, are the most commonly used. The last step is the addition of a substrate, such that in the course of the enzyme's action, a colour change happens. this is only viable if the antibody–enzyme complex survived the wash, by using binding to the viral protein on the membrane. The third category of check, OIAs, contain features of both of the aforementioned RADTs; despite the fact, the test is carried out on a silicon wafer (figure three). Antibodies are already fixed to the surface as in ICR, and the enzyme appearing on the substrate, as in EIA, shows the color alternate. The patient's sample is applied to the check, and if RSV proteins are present, they adhere to the antibodies on the silicon. because of this, the enzyme-labeled RSV-particular antibodies are introduced, then washed, and at last the substrate is brought. As in EIA, the color exchange can handiest ensue if the enzyme-labeled antibody withstood the wash by using binding the viral protein. OIAs are spoke of to have a twin readout, as the layering of antibodies and protein also alterations the appearance of the silicon wafer. while RADT check package performance profiles are relatively similar, particular products may still be chosen based on issues similar to cost, ease of use and interpretation.

figure 1.

Immunochromatographic swift diagnostic test for respiratory syncytial virus.RSV: Respiratory syncytial virus.

determine 2.

Enzyme immunoassay rapid diagnostic examine for respiratory syncytial virus.

determine 3.

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References

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