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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Network and Service Delivery Analysis | - Operational capability assessment
|
| Topic 2: Customer Care Program Governance | - Care program management principles
|
| Topic 3: Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
Nokia SDM Certification - CARE Sample Questions:
Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?
- A. Manage subcontractors, contractors and 3rd parties whenever applicable.
- B. Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.
- C. Establish operating practices and review ongoing operations.
- D. Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.
Correct Answer: D 🗳️
Who is the person responsible for following up on case handling?
- A. Customer Performance Manager (CpFM).
- B. Care Technical Manager.
- C. Care Program Manager.
- D. Care Program Coordinator.
Correct Answer: A 🗳️
Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?
- A. Ensure the Care Contract re-negotiations are initiated in a timely fashion.
- B. Agree the prices internally.
- C. Write the Care Contract document.
- D. Negotiate the prices with the customer.
Correct Answer: A 🗳️
During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?
- A. Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
- B. Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
- C. Comment in the report that there have been wrong allocations.
- D. Ask the CT head to support in finding and correcting possible reasons.
Correct Answer: A 🗳️
What does SOX compliancy mean for an expired contract?
- A. There is a legal requirement to gain written approval to continue service delivery without a valid contract in place.
- B. SOX compliancy means that if the customer is listed on the stock exchange and has failed to issue a PO towards NSN, Care needs to inform higher management without delay.
- C. SOX compliancy means that NSN is obliged to deliver services only if there are no significantly (>3 months) overdue payments from the customer.
- D. It is a legal requirement to gain written approval to continue service delivery if NSN neither has a contract nor a PO in place.
Correct Answer: A 🗳️
