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| Section | Objectives |
|---|---|
| Tools and Platforms in SDM | - Monitoring, reporting, and service analytics - Nokia SDM toolchain overview |
| SDM Overview and CARE Framework | - Introduction to Nokia Service Delivery Management concepts - CARE model principles and objectives in service delivery |
| Service Delivery Operations | - End-to-end service lifecycle management - Operational workflows and service assurance processes |
| Customer Experience and CARE Practices | - Customer support processes and escalation handling - Service quality and performance measurement |
1. In NELLE, CIT resources are:
A) planned as money value.
B) planned as man-working-days (MWD).
C) not planned with NELLE.
D) planned as Head-Count.
2. In which of the following situations can a company show profit at the same time as cash is decreasing?
A) When a company invests its profits to expand its manufacturing capability.
B) Depreciation is much higher than amortization rates.
C) When Work-in-Progress is invoiced and released as cost.
D) When Work-in-Progress is increasing rapidly.
3. What is the PRIMARY reason for the Care Program Manager to be involved in the tendering phase?
A) Give background information on customer needs and to ensure that the Care services requirements are met.
B) To support offer tailoring by giving insight into existing customer needs.
C) To ensure commitment to the implementation schedule, resource requirements, rollout & other plans.
D) To provide a more hands-on approach to the offer.
4. What needs to be done if a 3rd Party Service Contract is due to expire?
A) The Care Program Manager should inform the Service Engagement Manager.
B) Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
C) Care Program Manager should inform the Customer to renew the contract directly with the supplier.
D) Care Program Manger should inform Product Line.
5. What does SOX compliancy mean for an expired contract?
A) There is a legal requirement to gain written approval to continue service delivery without a valid contract in place.
B) SOX compliancy means that if the customer is listed on the stock exchange and has failed to issue a PO towards NSN, Care needs to inform higher management without delay.
C) It is a legal requirement to gain written approval to continue service delivery if NSN neither has a contract nor a PO in place.
D) SOX compliancy means that NSN is obliged to deliver services only if there are no significantly (>3 months) overdue payments from the customer.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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