Nokia SDM_2002001040 - SDM Certification – CARE Exam

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Total 121 questions

What is the most relevant element to be analyzed when performing a risk analysis of the
Service Level commitment with the Customer?

  • A. Installed Base value.
  • B. The internal NSN service delivery capability.
  • C. Customer Network topology.
  • D. Competitors' Service Level offering.


Answer : B

The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

  • A. Treat it as a normal case.
  • B. Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
  • C. Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.
  • D. Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.


Answer : C

How the resource requirement forecast is taken from NELLE inputs?

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


Answer : B

How many milestones (gates) are defined in the contract renewal process?

  • A. 3
  • B. 4
  • C. 6
  • D. 7


Answer : D

What is the purpose of Care Program Management Assessment?

  • A. Verify the implementation and execution of the Care processes within certain CT.
  • B. Check Care Program Manager's competence level.
  • C. Check Care processes' status in specific CT and CaPM's competence level.
  • D. Accessing the Network Elements under Care.


Answer : A

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Total 121 questions