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Nokia SDM Certification - PS NSOP Sample Questions:

1. Which team provides the majority of remote support to the GNOC regarding fault fixing?

A) Performance Management.
B) Field Operations.
C) Customer Care back office.
D) Configuration Management.

2. You are asked to improve the overall capability level of Fault Mgt managers. Which will achieve the BEST result?

A) Utilise the business line Centre of Excellence (COE) to set up a capability transfer workshop in each region.
B) Host a 'Boot camp' for FM in each region with an experienced OD to manage.
C) Host an annual FM Manager Development Program with a mixture of experts and other levels of competence from across the organization to run workshops focused on resolving real case issues.
D) Have FM Managers swap roles with others in the region.

3. During the middle of the night you have learnt that the only way to get a priority site back on air is to take one of the following actions, all of which should allow the SLA to be met. Which option BEST meets both NSN and the customers interests?

A) Send the 'On Call' engineer to collect & deliver the spare part from another region.
B) Take a part from a site under a lower priority.
C) Take a part from a site undergoing site acceptance.
D) Arrange for a taxi to deliver the spare from another region.

4. What are the main benefits of keeping an action point list of open/closed issues with the customer?

A) It serves as the basis for contingency reserve revision.
B) A properly followed-up action point list can be used to increase sales and create business opportunities with this customer.
C) Avoid duplication of effort, clear responsibilities and proper follow-up of identified issues.
D) The action point list serves as evidence for objective achievements.

5. The customer CTO calls you (The Technical Support Manager) directly to resolve a service outage in what he describes as strategically important area. What is the correct course of action?

A) Request the NOC to raise an urgent TT for the issue.
B) Immediately advise the CT head of the situation and request advice for prioritisation.
C) Escalate to FLM.
D) Call out a Technical Support Engineer to immediately resolve the issue.

Solutions: