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Updated: Aug 16, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Service Delivery Operations | 25% | - Service desk operations and best practices - Change and release management processes - Service continuity and disaster recovery - Incident and service request management |
| Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service reporting and metrics analysis - Monitoring and measuring service performance - Service improvement methodologies |
| Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support - Customer requirements and expectations |
| Customer Relationship Management | 25% | - Handling complaints and escalations - Customer satisfaction measurement and improvement - Communication and engagement strategies - Building and maintaining customer relationships |
| Team Management & Leadership | 10% | - Team development and motivation - Leadership for SDM roles - Managing service delivery teams - Cross-functional communication |
1. In which of the following situations can a company show profit at the same time as cash is decreasing?
A) Depreciation is much higher than amortization rates.
B) When Work-in-Progress is increasing rapidly.
C) When a company invests its profits to expand its manufacturing capability.
D) When Work-in-Progress is invoiced and released as cost.
2. How can the Care Program Manager monitor GCC performance?
A) Via monthly report distributed by GCC Engagement Team in most regions.
B) The Care Program Coordinator provides a report.
C) With the monthly CDB report.
D) The Resolve tool provides a report.
3. Variable costs:
A) vary with the volume of production.
B) are same as OPEX costs.
C) vary according to an index.
D) is an efficiency ratio.
4. A customer is experiencing problems with element stability. What is the appropriate Care service to offer in this case?
A) Software Maintenance.
B) HWS or SWS Life Extender.
C) Spare Part Management.
D) Care SWS preventive services or Active Software Support (ASWS).
5. Continually measuring and monitoring the actual cost versus the budget is done to:
A) analyze the reasons for variances.
B) generate reports.
C) approve the variances.
D) regularize the variances.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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