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Nokia SDM Certification - CARE Sample Questions:

1. In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?

A) Inform and train the customer about the NSN Care service delivery processes and practices.
B) Ensure that the Care Plan is created, communicated and agreed with customer.
C) Make sure that the customer has accepted the network elements with acceptance certificates.
D) Organize site access for NSN maintenance personnel.

2. The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?

A) Initiate Care Contract re-negotiations with the customer.
B) Notify the Service Account Manager about the situation.
C) Arrange internal Care Contract renegotiation kick off meeting.
D) Wait until the Customer contacts NSN to initiate contract re-negotiations.

3. Care Sales represents a proportion of total NSN sales. What approximately is that proportion?

A) 0,3.
B) 0,2.
C) 0,1.
D) 0,05.

4. Who decides on terminating Care service delivery if the Care Contract has expired?

A) Service Account Manager.
B) Care Program Manager according to CSDA process.
C) Service Engagement Manager.
D) CT Head according to CSDA process.

5. Where does the information on required engineering resources' competence levels in CTs comes from?

A) Product Lines provide the information based on product roadmaps and expected service activities.
B) Required competence levels are evaluated by Streams, based on the results of the Resource Allocation process.
C) Resource Streams Managers define the need based on Personal Development Plan related discussions with their people.
D) Product Managers define the need based on sales plans and product roadmaps.

Solutions: