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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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