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Nokia SDM_2002001040 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Care Program Governance- Care program management principles
  • 1. Role of Care Program Manager in service operations
    • 2. Coordination with SSM, AM, and CT Heads
      Topic 2: Service Management and CARE Operations- Service Level Management and Customer Commitments
      • 1. Service Level Agreement analysis and risk evaluation
        • 2. Customer contractual obligations handling
          - Incident and Trouble Ticket Management
          • 1. Customer request vs contractual scope handling
            • 2. Trouble ticket classification and escalation process
              Topic 3: Network and Service Delivery Analysis- Network topology and installed base considerations
              • 1. Installed base evaluation for service risk
                • 2. Impact of network architecture on service delivery
                  - Operational capability assessment
                  • 1. Internal service delivery capability analysis

                    Nokia SDM Certification - CARE Sample Questions:

                    1. 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) When Work-in-Progress is increasing rapidly.
                    C) When Work-in-Progress is invoiced and released as cost.
                    D) Depreciation is much higher than amortization rates.


                    2. A large price increase is demanded when renewing a 3rd Party Service Contract. What should be done in this case?

                    A) Care Program Manager should check the existing Frame or local Agreements to see if the increase is allowed in the 3rd party contract.
                    B) The Logistics Coordinator should rise a new Purchase Order for the higher value.
                    C) Care Program Manager should inform the customer about higher service fee for the coming period.
                    D) CaPM should reject the offer/invoice and just order what was agreed before.


                    3. What does SOX compliancy mean for an expired contract?

                    A) SOX compliancy means that NSN is obliged to deliver services only if there are no significantly (>3 months) overdue payments from the customer.
                    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) There is a legal requirement to gain written approval to continue service delivery without a valid contract in place.


                    4. Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?

                    A) Care Renewal Leader.
                    B) Care Service Engagement Manager.
                    C) Care Program Manager.
                    D) CT Head.


                    5. What needs to be done if a 3rd Party Service Contract is due to expire?

                    A) Care Program Manger should inform Product Line.
                    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) The Care Program Manager should inform the Service Engagement Manager.


                    Solutions:

                    Question # 1
                    Answer: A
                    Question # 2
                    Answer: A
                    Question # 3
                    Answer: D
                    Question # 4
                    Answer: A
                    Question # 5
                    Answer: B

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