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Exam Number : SDM_2002001050
Exam Name : SDM Certification - NI
Vendor Name : Nokia
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SDM_2002001050 Exam Format | SDM_2002001050 Course Contents | SDM_2002001050 Course Outline | SDM_2002001050 Exam Syllabus | SDM_2002001050 Exam Objectives


Exam Details:
- Number of Questions: The number of questions in the SDM_2002001050 exam may vary, but typically it consists of around 60 to 70 multiple-choice and scenario-based questions.

- Time: Candidates are usually given 90 minutes to complete the exam.

Course Outline:
The SDM_2002001050 exam focuses on assessing the candidate's knowledge and skills related to SDM (Service Delivery Manager) certification. The course outline may cover the following key areas:

1. SDM Concepts and Framework:
- Understanding the role and responsibilities of a service delivery manager
- Exploring the service delivery lifecycle and its stages
- Understanding service strategy, design, transition, operation, and improvement
- Identifying key processes and practices in service delivery management

2. Service Design and Planning:
- Understanding customer requirements and expectations
- Defining and documenting service level agreements (SLAs)
- Planning and designing service catalog and service offerings
- Identifying and managing service dependencies and risks

3. Service Delivery Operations:
- Implementing service delivery processes and procedures
- Managing service requests, incidents, and problems
- Monitoring service performance and ensuring service quality
- Managing customer relationships and expectations

4. Service Improvement and Optimization:
- Analyzing service performance metrics and KPIs
- Identifying areas for improvement and implementing service improvements
- Conducting service reviews and customer satisfaction surveys
- Continually optimizing service delivery processes and practices

Exam Objectives:
The objectives of the SDM_2002001050 exam typically include:
- Assessing the candidate's understanding of service delivery management concepts, principles, and best practices.
- Evaluating the candidate's ability to plan, design, and implement effective service delivery processes and procedures.
- Testing the candidate's knowledge and skills in managing service operations, including incident, problem, and change management.
- Assessing the candidate's ability to analyze service performance, identify areas for improvement, and implement service enhancements.

Exam Syllabus:
The specific exam syllabus for the SDM_2002001050 exam may include the following topics:

1. SDM Concepts and Framework:
- Introduction to service delivery management
- Service delivery lifecycle and stages
- IT service management frameworks (e.g., ITIL, COBIT)
- Key processes and practices in service delivery management

2. Service Design and Planning:
- Understanding customer requirements and expectations
- Service level agreements (SLAs) and service catalogs
- Service design and documentation
- Managing service dependencies and risks

3. Service Delivery Operations:
- Service delivery processes and procedures
- Incident, problem, and change management
- Service monitoring and performance management
- Customer relationship management

4. Service Improvement and Optimization:
- Service performance metrics and KPIs
- Service improvement initiatives and projects
- Service reviews and customer satisfaction surveys
- Continual service improvement practices



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