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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Operations & Governance | 30% | - Service Monitoring & Reporting - Incident, Problem & Change Management - Escalation & Stakeholder Communication |
| Topic 2: Service Design & Planning | 25% | - Customer Requirements & Expectations - Risk Assessment & Dependency Management - SLA, KPI & Service Catalog |
| Topic 3: Continuous Improvement | 20% | - Customer Satisfaction & Service Reviews - Optimization & Improvement Initiatives - Performance Analysis |
| Topic 4: SDM Concepts & Framework | 25% | - ITIL/COBIT Alignment - Nokia SDM Model & Principles - Service Delivery Lifecycle |
1. A risk event with a 100% probability of occurrence is...
A) ...a problem and triggers the contingency plan.
B) ...an issue and triggers the mitigation plan.
C) ...a risk event with a high impact.
D) ...very irritating.
2. There is a shortage in the delivery of a certain type of antenna needed for sites in your project. The customer is pushing you to complete the installations. What's the best way to proceed ?
A) Install a different antenna with similar characteristics and proceed with the rollout.
B) Tell the Customer that we have a force majeure issue that will impact the rollout and you will push Logistics to deliver the required antenna.
C) Notify the Customer about the issue and propose acceptable alternatives supported by Network Planning experts.
D) Install a different antenna and replace it later when the correct model arrives.
3. When should the costs be recognized according to the IPM process?
A) When the invoice from the subcontractor is received.
B) When the Purchase Order is created and sent to the subcontractor.
C) When Internal Acceptance is granted.
D) When the subcontractor confirms the reception of the Purchase Order.
4. What is the definition of NI Risk Management ?
A) ...to manage risks that will enable NSN to profitably grow the business while having a basic understanding of the risks and responses required.
B) ...to avoid risks that would damage the desired grow in sales andprofitably while taking all opportunities to positively influence customer satisfaction.
C) ...to maximize the probability and consequences of positive events and minimize the probability and consequences of adverse events to project objectives.
D) ...to take risks that will enable NSN to profitably grow the business while having a thorough understanding of the risks and responses required for its success.
5. A decreasing PARD (Project Asset Rotation Days) KPI is contributing to...
A) ...improve the Gross Margin of NI LoB (and NSN).
B) ...decrease the SILT KPI.
C) ...improve the Gross Margin of the CT (and NSN)
D) ...improve the cash flow of the CT (and NSN).
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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