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Nokia SDM Certification - CARE Sample Questions:

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

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

3. What are the CaPM responsibilities regarding cost management?

A) To monitor costs on a periodic basis and initiate corrective actions as needed.
B) To support the F&C Controller in her/his cost monitoring activity.
C) To review the actual financial data against the estimated figures and report it to the CT Head.
D) To support the CT Head in her/his cost monitoring activity.

4. A customer is experiencing problems with element stability. What is the appropriate Care service to offer in this case?

A) Care SWS preventive services or Active Software Support (ASWS).
B) Spare Part Management.
C) Software Maintenance.
D) HWS or SWS Life Extender.

5. A customer is planning a change to new NSN solutions/technologies. The customer wants to maximise the return on their existing investment in their mature network. What Care services are appropriate in this case?

A) Expert Support services.
B) HWS and/or SWS Life Extender.
C) Active Software Support (ASWS).
D) Spare Part Management (SPM).

Solutions: