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SDM_2002001040 Questions and Answers

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SDM_2002001040 Questions and Answers

Question # 6

What are the four pillars of Care?

A.

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

B.

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

C.

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

D.

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

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Question # 7

What are the three main phases of NSN business?

A.

Sell, Deliver, Care.

B.

Buy, Sell, Install.

C.

Install, Commission, Integrate.

D.

Sell, Install, Care.

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Question # 8

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, R&D.

B.

Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.

C.

Customer Interaction Teams, Business Unit Technical Support, R&D.

D.

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

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Question # 9

What is the GIC code for SWM?

A.

G7402.

B.

G7405.

C.

G7409.

D.

G7407.

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Question # 10

Which of the following statements is true for GCC charges?

A.

Account will be charged for escalated tickets only.

B.

Account will be charged for logged tickets, even when solved locally.

C.

Account will be charged a fixed monthly allocation.

D.

Account will be charged the working time from WTR.

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Question # 11

Where does the information on required engineering resources' competence levels in CTs comes from?

A.

Product Lines provide the information based on product roadmaps and expected service activities.

B.

Resource Streams Managers define the need based on Personal Development Plan related discussions with their people.

C.

Required competence levels are evaluated by Streams, based on the results of the Resource Allocation process.

D.

Product Managers define the need based on sales plans and product roadmaps.

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Question # 12

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 F&C decides how revenue is recognised.

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Question # 13

The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:

A.

fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.

B.

forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.

C.

stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.

D.

increase the number of Sales Packages in NELLE, especially for sales.

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Question # 14

What is an additional possible use of a well made Care Plan?

A.

It could serve as an induction document, helping to introduce new Care Team Members.

B.

It could substitute the contract in disputes with the customer after the serious outage.

C.

It can be used as a template for NI Project Plan creation.

D.

It could be used to facilitate financial forecasting and to consolidate price information.

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Question # 15

Who provides engineering resources to Care?

A.

Project Manager.

B.

Care Program Manager.

C.

Stream Managers.

D.

Care Head.

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Question # 16

It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

A.

All form SAP / accounting system.

B.

All from NELLE.

C.

SAP for April and May, NELLE for June.

D.

All from Invoicing tool.

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Question # 17

The following action must take place if NSN are not SOX Compliant:

A.

NSN will be fined 2.5 times the annual value of the contract.

B.

CT Head will be dismissed from NSN with 30 days notice.

C.

A new Contract signed and Customer Purchase Order issued as soon as possible.

D.

We must receive a Customer Purchase Order within 5 working days.

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Question # 18

What is the next step after receiving a quotation for renewal of services from 3rd party suppliers?

A.

Care Program Manager should contact the 3rd Party Service Manager to check the renewal options in the existing Frame or Local Agreement.

B.

Care Program Manager should ask Logistics Coordinator to raise a Purchase Order.

C.

Care Program Manager should contact the Supplier to discuss further discounts.

D.

Care Program Manager should contact the appropriate Product Line and ask for advice.

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