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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. What is the content of the Care Plan?

A) NSN Care contacts, map of power, CT organization chart.
B) Upgrades and updates schedules.
C) NSN contacts and Emergency escalation procedure.
D) Services, schedules, contacts, care procedures, customer installed base.

2. What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?

A) Refuse service delivery until the customer raises a purchase order.
B) Prepare a service offering and propose it to customer.
C) Authorise service delivery without a customer order.
D) Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.

3. A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?

A) Value.
B) Customer Responsiveness.
C) Motivation.
D) Demarcation.

4. SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

A) The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
B) SW fault management for customization, impact analysis and 3rd party application support.
C) Previous + remote emergency support.
D) Help Desk for customization, SW fault management for customization, and impact analysis.

5. A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?

A) Care 3rd Party Service Manager.
B) Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
C) SI Technical Manager.
D) Care Program Manager.

Solutions: