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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. How the resource requirement forecast is taken from NELLE inputs?

A) F&C controller evaluates the required use of resources and calculates the expected SPC cost.
B) Resource streams manager analyse input and define the number of resources needed.
C) NELLE planning packages include resource requirements and total figures are calculated automatically.
D) NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.

2. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
B) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
C) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
D) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.

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

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

4. What is the main HWS KPI related to Delivery Accuracy?

A) The percentage of failure reports processed within the agreed Turn Around Time.
B) The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
C) The percentage of faulty units received from a Customer within the agreed Turn Around Time.
D) The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.

5. Care Plan can be used as:

A) The source of resource forecast data.
B) Service Manual, helping to induct new Care Team members.
C) Basic reference in contractual disputes with customer.
D) Financial Planning support tool in CT.

Solutions: