SDM_2002001030 Online Practice Questions and Answers

Which statement BEST describes the difference between Service Level Agreements (SLA's) and Operational Level Agreements (OLA's)?

A. There is no difference and both SLA's and OLA's can be used as a matter of preference.

B. SLA's measures network performance and OLA's operational performance.

C. SLA's are contractually binding and OLA's are not.

D. OLA's is contractually binding and SLA's are not.

You are managing a NOC in country 'X' where there are very limited 3G skills. The customer has announced they will upgrade their network to 3G. What solution will BEST resolve the skill issue to the mutual benefit of Customer and NSN?

A. GNOC provide the NOC and Technical Support with small team of experts based in country.

B. Employ contractors in local NOC and Field to fill the competence gap.

C. A full transition from local support to GNOC delivery should take place, meaning no local 3G Network Operations support in country.

D. Employ contractors to fill gap whilst competence experts from regional pool transfer capability.

Serious flood damage in a major city has resulted in a completely cut off mobile network. Contractually this is 'Force Majeur' and no SLA's are effected in contractual terms. What is your priority recommended course of action?

A. Start repairing sites once power is restored with priority given to sites generating highest income.

B. Have a special team ready to start checking all sites to ensure they are safe.

C. Prepare a plan for the customer detailing the extent of the damage and actions/costs to repair.

D. Use spare generators to get priority sites safely back on air as soon as possible.

A mobile customer that is reporting excellent growth and margin in an emerging market is complaining bitterly about the quality of voice services. Which options, which are all truthful, do you choose to inform the customer? Note: the customer is accountable for site acquisition.

A. The voice quality issue is due to coverage problems that will improve over time.

B. The voice quality issue is the result of the rapid growth and it is recommended to slow down the growth rate.

C. The voice quality issue is due to some sites not being available before the project planned dates and recommend temporary sites are implemented to cover the gap.

D. The voice quality issue is not caused by NSN as it is a direct result of sites not being available before the planned date.

In the Operations Model What are the Function set groups of the performance team?

A. Performance Monitoring and Reporting; Performance Administration; Network and Service Performance Assurance.

B. Performance Monitoring and Reporting; Performance Administration; Documentation and Data Integrity.

C. Performance Monitoring and Reporting; Security Administration; Network and Service Performance Assurance.

D. Alarm Monitoring and Reporting; Performance Administration; Network and Service Performance Assurance.

When are purchases usually recognized?

A. When goods receipt is posted in SAP.

B. When subcontractor invoice is received.

C. When the customer pays the invoice.

D. When the service is completed.

NSN are required under the outsourcing contract to setup a local NOC for which the location, size, people and tools are already agreed - what are the other key considerations?

A. NOC managers are only responsible for location, size and tools.

B. IT and OSS connectivity; Air Conditioning system; Parking, Canteen.

C. Security system and process, IT and OSS connectivity, LAB for HW and SW test.

D. IT and OSS connectivity; Security system and process; Workstations; Telephones; Environmental HandS.

Which OSS Functions are mapped to Configuration Management?

A. Resource Domain Management, Resource Planning and Optimization, Resource Logistics and Resource Status Monitoring.

B. Resource Provisioning / Configuration, Resource Activation, Resource Inventory Mgt and Resource Specification.

C. Voucher Management, Resource Planning and Optimization, Resource Logistics and Resource Status Monitoring.

D. Workforce Management, Correlation and Root Cause Analysis, Resource Specification and Resource Performance Monitoring / Management.

Which BEST describes those people most suitable for Mentoring and Coaching NSN's Managers of outsourced service deliveries?

A. People that are expert in the Operations Model and it's workings.

B. People that have managed outsourced service deliveries for 5 years or more.

C. People with relevant experience and up-to-date knowledge of business practices for outsourced service delivery.

D. People who can communicate effectively and convincingly.

According to the Operations Model what are the 4 key functional areas of Field Operations?

A. Corrective Maintenance; Preventative Maintenance; Provisioning; Maintenance Administration.

B. Corrective Maintenance; Preventative Maintenance; Spare Part Management; Maintenance Administration.

C. Corrective Maintenance; Planned Work; Provisioning; Maintenance Administration.

D. Corrective Maintenance; Preventative Maintenance; Provisioning; Subcontractor Management.

What needs to be updated after approved scope change request?

A. Account plan.

B. Risk management plan.

C. Scope of Works

D. Communication plan.

Which of the following is the basic input needed for the negotiation of a contract with a new subcontractor?

A. Procurement is responsible to use existing NSN guidelines in the contract.

B. Clear PO issuance procedures, payment and acceptance terms.

C. The conditions agreed in the Customer Contract.

D. Assurance of subcontractor delivery capability in terms of resources and previous performance.

In an MS outsourced deal, what are the 3 key functions typically retained by the Operator?

A. Marketing, Sales and Customer Care.

B. Strategic planning, Marketing and Network Planning.

C. Strategic planning, Capacity Planning and Customer Care.

D. Strategic planning, Marketing and Billing.

Liquidated Damages are:

A. A mutually agreed best guess of damages or loss

B. Reasonable estimate of monetary loss.

C. Genuine pre-estimate of damages or loss by both parties

D. Deterrent damages to avoid non performance by vendor

In which phase of the delivery MUST the Operations Manager report and negotiate changes in the scope of work?

A. During disengagement.

B. When the Customer requests quotation for a new scope of work.

C. During project execution and in agreement with CT's strategy towards the Customer.

D. When the total amount of the Changes start to impact the project final Gross Margin.