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Exam Number : SDM-2002001040
Exam Name : SDM Certification - CARE (SDM_2002001040)
Vendor Name : Nokia
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SDM-2002001040 Exam Format | SDM-2002001040 Course Contents | SDM-2002001040 Course Outline | SDM-2002001040 Exam Syllabus | SDM-2002001040 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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