Nokia Nokia Certification SDM_2002001040

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Nokia SDM Certification - CARE Sample Questions:

1. Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?

A) Account Manager or Care Program Manager.
B) Service Engagement Manager.
C) Account Manager.
D) Care Program Manager.

2. During the preparation of the Care Plan, it is recommended that the Care Program Manager reviews which of the following?

A) Care Agreement, other Service Agreements, Supply Contract, Project Plan, Account Plan, 3rd Party Agreements.
B) Supply Contract, NSN-PRS Report, Project Plan, Account Plan, 3rd Party Agreements.
C) Care Agreement, NELLE Forecast, Supply Contract, WTR Report, Project Plan, Account Plan.
D) Care Agreement, Supply Contract, Project Plan, WTR Report, Account Plan, NSN-PRS Report.

3. What is a legally secure contract for NSN and a Customer?

A) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
B) Terms and conditions documenting the commitments of both parties needs to be written and signed.
C) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
D) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.

4. What needs to be done if a 3rd Party Service Contract is due to expire?

A) The Care Program Manager should inform the Service Engagement Manager.
B) Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
C) Care Program Manager should inform the Customer to renew the contract directly with the supplier.
D) Care Program Manger should inform Product Line.

5. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
B) Customer requirements.
C) Response times in other CTs in the same country.
D) Response times which are defined in the global Care Contract Template.

Solutions: