What is a legally secure contract for NSN and a Customer?

A. If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.

B. A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.

C. Terms and conditions documenting the commitments of both parties needs to be written and signed.

D. A detailed customer Purchase Order with a description of the Services Ordered is sufficient.

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 standard response times for trouble resolution and technical query should be proposed to a new customer?

A. Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.

B. Response times in other CTs in the same country.

C. Response times which are defined in the global Care Contract Template.

D. Customer requirements.

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 are the Care SW services in the portfolio segment Active Network Assurance (ANWA)?

A. Preventive services, launch support, On site troubleshooting, tailored technical support.

B. 3'rd party management and support, 3'rd party support from various vendors.

C. SW change planning and support, SW change mass provisioning, SW change testing, Network cloning services.

D. Software Maintenance (SWM), Emergency services, Life Extender (LE) and Active Software Support (ASWS).

NSN's internal drive testing team has found that the quality of the customer Network has decreased over time. What should the responsible Care Program Manager do?

A. Nothing. The customer's own planning department take care of network quality.

B. NSN has a good solid business with the customer with a very limited number of reported problems and a very profitable contract. CaPM simply tells the customer that NSN will provide planning support free of charge.

C. CaPM informs the Account Manager about the quality issue in the customer network and expects the CT to act on the information if they want to increase sales.

D. CaPM sees an opportunity to increase the Care revenues by providing additional proactive services. Therefore s/he engages the team to make a business proposal for the additional services.

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.

SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

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

B. Previous + remote emergency support.

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

D. 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.

In which of the following situations can a company show profit at the same time as cash is decreasing?

A. When a company invests its profits to expand its manufacturing capability.

B. When Work-in-Progress is increasing rapidly.

C. When Work-in-Progress is invoiced and released as cost.

D. Depreciation is much higher than amortization rates.

Care Plan can be used as:

A. Basic reference in contractual disputes with customer.

B. Service Manual, helping to induct new Care Team members.

C. Financial Planning support tool in CT.

D. The source of resource forecast data.