SDM_2002001040 Online Practice Questions and Answers

Who should NOT participate in a Care Services tender?

A. Service Product Manager.

B. Cost Manager.

C. Care Program Manager.

D. RandD Engineer.

A customer's Care Contract expires within the next 6 months, what needs to be done?

A. Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.

B. Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.

C. Inform the CT and ask the Account Manager to come up with a proposal for a new contract.

D. Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.

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 Program Manager.

B. Care Renewal Leader.

C. Care Service Engagement Manager.

D. CT Head.

What is the base-line against which we track Care profit?

A. As-sold total contract profitability.

B. Previous LE.

C. Annual plan.

D. ATP.

Name the essential (bare MINIMUM) after-sales services provided by Care?

A. Emergency Support, Help Desk, SW Rollout (SW Upgrade/Update) mass installation/deployment.

B. HWS and Software Maintenance.

C. SW Installation, SW Rollout, Emergency Support.

D. Emergency Support, Help Desk, Spare Part Management.

Who is responsible for managing customer requirements during the Care phase?

A. Care Technical Manager if assigned, otherwise the Care Program Manager.

B. Care Program Manager.

C. Care Program Coordinator if assigned, otherwise the Care Program Manager.

D. CT Head.

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.

A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?

A. Care Program Manager.

B. SI Technical Manager.

C. Care 3rd Party Service Manager.

D. Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.

Your Customer's Care Contract expired at the end of last year. In addition, NO Purchase Orders have been received from the Customer since the contract expired. How can Care service revenue be recognised in this case?

A. Revenue cannot be recognised.

B. Revenue is collected to WIP (Work-in-progress) and recognised after the contract is signed.

C. Revenue is recognised based on the expired contract on a monthly basis.

D. CT FandC decides how revenue is recognised.

CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?

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

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

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

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