SDM_2002001040 Online Practice Questions and Answers

What is CaPM's PRIMARY responsibility in the tendering process?

A. To help the Account Manager to prepare a Customer Care Contract.

B. To support the Account Manager to negotiate the Care Contract with the Customer.

C. To consult the Service Engagement Manager to ensure availability of price options for Care Services.

D. To act as the CT contact to the Care organisation and to support the CT in all tendering activities where Care services are being considered.

How many milestones (gates) are defined in the contract renewal process?

B. 4

C. 6

D. 7

According to the contract renewal process, when should be the first contract proposal presented to the customer ? (T = expiration time of current contract)

A. T - 4 months.

B. T - 3 months.

C. As soon as prepared.

D. T - 6 months.

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

A. Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.

B. Care Program Manger should inform Product Line.

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.

The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?

A. Wait until the Customer contacts NSN to initiate contract re-negotiations.

B. Initiate Care Contract re-negotiations with the customer.

C. Arrange internal Care Contract renegotiation kick off meeting.

D. Notify the Service Account Manager about the situation.

Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?

A. Account Manager or Care Program Manager.

B. Account Manager.

C. Care Program Manager.

D. Service Engagement Manager.

Who is responsible for identifying Care business opportunities and new up-selling possibilities?

A. The Care Program Manager supported by the CT Head.

B. The Care Program Manager supported by the FandC Controller.

C. Multiple roles working in the Care Organization supported by the Care Program Manager.

D. Care Program Coordinator if assigned, otherwise Care Program Manager.

What is the purpose of the Care Agreement?

A. To set terms and conditions of Care Services performance.

B. To list Customer Network topology.

C. To define Contract Performance Bonds.

D. To define penalties in the case of late delivery.

What is the Care Program Manager's role in up-selling?

A. To identify and promote additional services to the customer.

B. To sell Hardware Services and Software Services to the customer.

C. To get some additional Care services orders.

D. To make presentations about new NSN products to the customer.

The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A. Treat it as a normal case.

B. Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.

C. Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.

D. Inform Customer that commercial team will clarify their request and close the ticket, then contact the

relevant business line and ask for the new feature.

Who is responsible for commercial and relationship escalation towards the customer?

A. Care Program Manager.

B. Care Program Manager supported by CT Head.

C. CT Head supported by Care Program Management.

D. Care Program Manager supported by Project Manager.

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

A. Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, RandD.

B. Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, RandD.

C. Customer Interaction Teams, Business Unit Technical Support, RandD.

D. Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.

Which of the Care Service Cancellation process tasks is NOT under Care Program Manager responsibility?

A. Care contract closing in Contract Database.

B. Ensuring with local CLicS Key User that the Customer's users are removed from CLicS role management.

C. Communication of changes related to customer's HWS services through the HWS organization and collaborators.

D. Identifying related 3rd party vendor support agreements.

What is the purpose of the Monthly Resource Allocation meeting?

A. To provide resources to the CT.

B. To let the Resource Manager know in detailed level how many people and with which competencies are needed where and when.

C. To advise the Account Manager / CT Head of the resource requirements.

D. To tell the customer the number of engineers who will be available to support their network.

Who needs to agree on the Care Plan?

A. Head of Care in region and Care Program Manager.

B. Care Program Manager and CT Head.

C. Customer and CT Head.

D. Care Program Manager and Customer.