SDM_2002001040 SDM Certification - CARE Questions and Answers

Treat it as a normal case.

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.

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.

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.

the utilization ratio.

the total headcount.

internal allocations.

management overhead.

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

Initiate Care Contract re-negotiations with the customer.

Arrange internal Care Contract renegotiation kick off meeting.

Notify the Service Account Manager about the situation.

Launch Support.

SW Change Mass provisioning.

Software Maintenance (SWM).

Life Extender (LE).

Help Desk for customization, SW fault management for customization, and impact analysis.

Previous + remote emergency support.

SW fault management for customization, impact analysis and 3rd party application support.

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.

To provide an up-selling opportunity for CaPMs.

To prevent revenue loss for the CT.

To improve network availability and avoid problems before they occur.

to provide a full range of services designed to suit the Communications Service Provider's needs.

always be considered as the latest document agreed with customer, overruling the contract.

serve as a contract summary with no reference to other issues.

have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.

Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.

A contract amendment needs to be prepared, verified by lawyers and signed.

The new setup should be described in the Care Plan and then shared internally and externally.

No need to record this as the agreement is temporary, verbal agreement should be enough.

A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.

Terms and Conditions.

Cost baseline.

Penalty proposal.

Long term contract strategy.

analyze the reasons for variances.

regularize the variances.

approve the variances.

generate reports.

Because it is a standard Care BL requirement.

Through this report Customer Management can understand the value we deliver for the money they pay.

Because NSN Global Services management is requesting Care to do it.

Because it is desired to have Customer Management get NSN vision about Care services performance.

Installed Base value.

The internal NSN service delivery capability.

Customer Network topology.

Competitors' Service Level offering.

A relational Database.

A knowledge management tool.

A helpdesk data entry tool.

We don't use this tool in NSN Care.

Customer Relationship, Care Business Management, Operational Management, Financial Management.

Customer Relationship, SWS Management, Operational Management, Financial Management.

Operational Management, SWS Management, HWS Management, Financial Management.

Operational Management, Business Management, Financial Management, HWS Management.

Care Agreement, Supply Contract, Project Plan, WTR Report, Account Plan, NSN-PRS Report.

Care Agreement, other Service Agreements, Supply Contract, Project Plan, Account Plan, 3rd Party Agreements.

Care Agreement, NELLE Forecast, Supply Contract, WTR Report, Project Plan, Account Plan.

Supply Contract, NSN-PRS Report, Project Plan, Account Plan, 3rd Party Agreements.