SDM_2002001050 Exam Information and Guideline
SDM Certification - NI
Below are complete topics detail with latest syllabus and course outline, that will help you good knowledge about exam objectives and topics that you have to prepare. These contents are covered in questions and answers pool of exam.
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