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Nokia SDM Certification - CARE Sample Questions:

1. Which of the following statements is true to be SOX Compliant in SDM-EX4-Care Contract Management?

A) NSN must have a letter of intent from the Customer's Legal Department.
B) NSN must have a Customer Purchase Order for the actual Care we are delivering.
C) NSN must have a written, signed Contract and a Customer Purchase Order.
D) NSN must have a Contract defined in CDB and a Customer Purchase Order.

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

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

3. Who is the person responsible for following up on case handling?

A) Care Technical Manager.
B) Customer Performance Manager (CpFM).
C) Care Program Coordinator.
D) Care Program Manager.

4. What are the Care SW services in the portfolio segment Active Network Assurance (ANWA)?

A) Preventive services, launch support, On site troubleshooting, tailored technical support.
B) 3'rd party management and support, 3'rd party support from various vendors.
C) Software Maintenance (SWM), Emergency services, Life Extender (LE) and Active Software Support (ASWS).
D) SW change planning & support, SW change mass provisioning, SW change testing, Network cloning services.

5. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times which are defined in the global Care Contract Template.
B) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
C) Response times in other CTs in the same country.
D) Customer requirements.

Solutions: