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Nokia SDM_2002001050 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Operations & Governance | 30% | - Escalation & Stakeholder Communication - Service Monitoring & Reporting - Incident, Problem & Change Management |
| SDM Concepts & Framework | 25% | - Service Delivery Lifecycle - ITIL/COBIT Alignment - Nokia SDM Model & Principles |
| Continuous Improvement | 20% | - Optimization & Improvement Initiatives - Customer Satisfaction & Service Reviews - Performance Analysis |
| Service Design & Planning | 25% | - Customer Requirements & Expectations - Risk Assessment & Dependency Management - SLA, KPI & Service Catalog |
Nokia SDM Certification - NI Sample Questions:
Question 1
A project manager wants to transmit a complex message to several subordinates. What is the best medium by which the manager can get his message across?
A. Oral.
B. All of the above together.
C. Written.
D. Non-verbal (body language).
Question 2
Who is primarily accountable for maintaining the NELLE tool data properly?
A. Care Manager.
B. Project manager.
C. COM.
D. CT F&
Question 3
Under what circumstances should the Project Manager include the costs associated to the execution of the Quality Management Plan in the Project Cost Baseline?
A. Quality Management costs should not be part of the Project Cost baseline but be entirely transferred to subcontractors that under perform.
B. Quality Management Costs must be always considered in the project plan as the benefits outweigh the costs in terms of less rework, higher productivity and brings higher stakeholders satisfaction.
C. Quality Management costs should not be part of the Project Cost Baseline as it is the obligation of the subcontractor to perform according to the contract.
D. Costs associated to Quality Management should be considered only in very complex projects when the risk of quality issues cannot be fully mitigated.
Question 4
A risk event with a 100% probability of occurrence is...
A. ...a problem and triggers the contingency plan.
B. ...a risk event with a high impact.
C. ...an issue and triggers the mitigation plan.
D. ...very irritating.
Question 5
As part of the start-up activities the PM is defining a communication plan. What is the content of such a plan?
A. Employee list with phone numbers and e-mail addresses, CT/project organisation and communication matrix.
B. Share of responsibility, project organisation chart and escalation process.
C. Employee list with phone numbers and e-mail addresses, subcontractor list and customer addresses.
D. Communication matrix, meeting practices, project reporting practices, documentation needs and escalation process.
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: D |
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