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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

A) The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
B) Previous + remote emergency support.
C) Help Desk for customization, SW fault management for customization, and impact analysis.
D) SW fault management for customization, impact analysis and 3rd party application support.

2. 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 support the CT Head in her/his cost monitoring activity.
D) To review the actual financial data against the estimated figures and report it to the CT Head.

3. What is the most important reason to have customer reporting in place?

A) Because NSN Global Services management is requesting Care to do it.
B) Because it is a standard Care BL requirement.
C) Because it is desired to have Customer Management get NSN vision about Care services performance.
D) Through this report Customer Management can understand the value we deliver for the money they pay.

4. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

A) Customer Interaction Teams, Business Unit Technical Support, R&D.
B) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
C) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
D) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.

5. In which documents are the Care service level commitments with the customer officially stated?

A) Care Agreement.
B) Care Plan.
C) Project Plan.
D) Account plan.

Solutions: