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Nokia SDM_2002001050 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| SDM Concepts & Framework | 25% | - Service Delivery Lifecycle - ITIL/COBIT Alignment - Nokia SDM Model & Principles |
| Service Operations & Governance | 30% | - Escalation & Stakeholder Communication - Service Monitoring & Reporting - Incident, Problem & Change Management |
| Service Design & Planning | 25% | - Customer Requirements & Expectations - Risk Assessment & Dependency Management - SLA, KPI & Service Catalog |
| Continuous Improvement | 20% | - Optimization & Improvement Initiatives - Customer Satisfaction & Service Reviews - Performance Analysis |
Nokia SDM Certification - NI Sample Questions:
1. Which main steps are required to set up an effective Change Management Process in a project?
A) - The change mgmt process is discussed and approved by NSN NI PjM team.
-The PM talks about the change management process with all relevant stakeholders internally in NSN.
-Follow-up mechanisms agreed like risk/operational reserves, EAC maintenance process, IPM CR set-up.
B) - The change mgmt process is discussed and approved by NSN NI PjM team.
-The change mgmt process is documented and communicated internally in NSN.
-
Follow-up mechanisms defined and agreed like risk/operational reserves, EAC maintenance process, IPM CR set-up.
C) - The change mgmt process is discussed and approved by customer/subcontractor/NSN NI PjM team.
-The change management process is documented and communicated to customer/subcontractor/internally in NSN.
-
Follow-up mechanisms defined and agreed like risk/operational reserves, EAC maintenance process, IPM CR set-up.
D) - The change mgmt process is discussed and approved by customer/subcontractor/NSN NI PjM team.
-The PM talks about the change management process with all relevant stakeholders internally in NSN and on the customer/subcontractor side.
-
Follow-up mechanisms agreed like risk/operational reserves, EAC maintenance process, IPM CR set-up.
2. Bulk orders from the customer to NSN are problematic for NSN because ...
A) ... the customer acceptance process cannot be easily broken down to site level which leads to delays in invoicing.
B) ... for the NSN logistics organization bulk ordering means that less customer POs need to be administrated which leads to underutilization of Logistics Coordinators.
C) ... it results in the fact that the customer has to accept too much scope at one time which can cause resource bottlenecks on the customer as well as on the NSN side.
D) ... for the NSN logistics organization bulk ordering means that more customer POs need to be administrated which leads to increased administrational effort.
3. An accuracy KPI has dropped significantly compared to previous periods. After some initial checks it turns out that the data is correct. What is the right way to proceed?
A) Organize a meeting with NPO in order to make a action plan to improve.
B) Organize a meeting with key team members in order to identify root causes and make an action plan to improve.
C) Communicate the deviation to the project stakeholders
D) Inform the CT head on the next CT meeting.
4. The customer has an urgent request for network tuning in a specific area due to significant cases of call drop, with the promise of increasing business opportunity in another area which is mainly in the hand of the other supplier (competitor), what's the correct way to answer this request ?
A) Iassure the customer that NSN is going to solve the problem by our professional network planning and optimization service, but in order to obtain all required resources and tools, it's necessary to have a purchase order to start the activities.
B) I will escalate this customer request to the Customer Team and ask to approve the related risk order.
C) This additional service improves the partnership between NSN and customer along with the high probability to increase the business and NSN footprint. Therefore I will act to complete this additional service as soon as possible without PO.
D) It's a major network problem for which NSN could get the blamE.therefore I will act to complete this additional service as soon as possible without hassling the customer with any administration.
5. What are the main responsibilities of the Cost & Progress Manager (EVM)?
A) That invoices aretimely processed andto avoid delays to subcontractor payments.
B) Cost control and monitoring, doing regular reviews with the Project Manager.
C) To issue the Purchase Orders in atimely manner to subcontractors.
D) to prepare the Baseline independently and present to PM for approval prior to project start.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |








