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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. When does the Care phase start?

A) When the Account Manager receives the final payment from the Customer.
B) When the network, sub-network or deliverables get Customer final acceptance.
C) When the project phase is completed.
D) When the Care Plan has been accepted by the Customer.

2. What is an additional possible use of a well made Care Plan?

A) It could serve as an induction document, helping to introduce new Care Team Members.
B) It could be used to facilitate financial forecasting and to consolidate price information.
C) It can be used as a template for NI Project Plan creation.
D) It could substitute the contract in disputes with the customer after the serious outage.

3. The largest impact on the SPC rate comes from:

A) management overhead.
B) the total headcount.
C) the utilization ratio.
D) internal allocations.

4. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
B) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.
C) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
D) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.

5. During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?

A) Comment in the report that there have been wrong allocations.
B) Ask the CT head to support in finding and correcting possible reasons.
C) Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
D) Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.

Solutions: