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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Customer Care Program Governance- Care program management principles
  • 1. Coordination with SSM, AM, and CT Heads
    • 2. Role of Care Program Manager in service operations
      Network and Service Delivery Analysis- Operational capability assessment
      • 1. Internal service delivery capability analysis
        - Network topology and installed base considerations
        • 1. Installed base evaluation for service risk
          • 2. Impact of network architecture on service delivery
            Service Management and CARE Operations- Incident and Trouble Ticket Management
            • 1. Customer request vs contractual scope handling
              • 2. Trouble ticket classification and escalation process
                - Service Level Management and Customer Commitments
                • 1. Service Level Agreement analysis and risk evaluation
                  • 2. Customer contractual obligations handling

                    Nokia SDM Certification - CARE Sample Questions:

                    The Care Plan should be updated:

                    • A. After each change to Care setup described.
                    • B. On customer request only.
                    • C. Only after each contract change.
                    • D. At least once per year.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

                    What is the MOST essential information (apart from the tender document), needed by HWS Managers to properly support a Customer RFQ?

                    • A. Current services provided to the Customer by competitors, together with related prices.
                    • B. Detailed information about existing Customer Logistic structure, including the number of warehouses and depots available.
                    • C. Detailed information on NSN HWS setup in another customer in the same country.
                    • D. Forecasted Network deployment, with a list of Network Elements proposed and related detailed configuration.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?

                    • A. CT Logistics.
                    • B. Care 3rd Party Management.
                    • C. CT Head.
                    • D. CaPM arranges directly with the local supplier.
                    Reveal Solution  Discussion  0

                    Correct Answer: D  🗳️

                    A contract is about to expire but there is already a PO for the next year from the customer. Is there a need for CSDA?

                    • A. Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
                    • B. Yes, CSDA is still needed because the contract is not signed. It means NSN is legally still vulnerable and management needs to grant written approval to acknowledge the higher risk.
                    • C. No, because CSDA is to ensure that NSN doesn't deliver services without money. If there is a PO already in place before expiration, the CaPM just updates the contract end date.
                    • D. No, because PO is in place and invoicing is uninterrupted. After getting the written consent of the CT head and F&C Controller, contract prolongation in CDB is the next step and delivery continues.
                    Reveal Solution  Discussion  0

                    Correct Answer: B  🗳️

                    A customer has a free 3-year warranty contract. What contract type is used in CDB/SAP?

                    • A. Warranty Extended contract.
                    • B. Warranty Standard contract.
                    • C. Care Agreement.
                    • D. 1st Warranty Standard and Warranty Extended for the next 2 years.
                    Reveal Solution  Discussion  0

                    Correct Answer: A  🗳️

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