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| Section | Weight | Objectives |
|---|---|---|
| Service Operations & Governance | 30% | - Incident, Problem & Change Management - Escalation & Stakeholder Communication - Service Monitoring & Reporting |
| SDM Concepts & Framework | 25% | - Nokia SDM Model & Principles - Service Delivery Lifecycle - ITIL/COBIT Alignment |
| Continuous Improvement | 20% | - Optimization & Improvement Initiatives - Performance Analysis - Customer Satisfaction & Service Reviews |
| Service Design & Planning | 25% | - Customer Requirements & Expectations - Risk Assessment & Dependency Management - SLA, KPI & Service Catalog |
1. As part of the start-up activities the PM is defining a communication plan. What is the content of such a plan?
A) Share of responsibility, project organisation chart and escalation process.
B) Communication matrix, meeting practices, project reporting practices, documentation needs and escalation process.
C) Employee list with phone numbers and e-mail addresses, CT/project organisation and communication matrix.
D) Employee list with phone numbers and e-mail addresses, subcontractor list and customer addresses.
2. Who is accountable in a project for implementing KPI monitoring processes?
A) Project Manager
B) Care Manager
C) CT F&C
D) Process & Tools Specialist
3. What would be the preferred course of actions when you find out that the project Gross Margin is showing a lower figure in PRS(Profitability Reporting System) than what you expected?
A) Request the CPM to prepare a detailed presentation about project costs.
B) Invite the CPM and Project F&C to identify the deviations and review if cost and revenue have been correctly reported in PRS according to the Demand Plan assumptions and Project Cost calculations.
C) Start a cost reduction plan and reduce headcount.
D) Escalate the problem to the CT Head.
4. The swiftest and most effective communications take place among people with...
A) ...the ability to reduce perception barriers.
B) ...advanced degrees.
C) ...good encoding skills.
D) ...common points of view.
5. As far as project meetings are concerned which of the following statements is correct?
A) I'm organising regular project team meetings to keep the project team fully informed about the project's progress at a detailed level and to check if any re-planning and/or modification of the project plan is required.
B) Due to cost saving measures I only organise project team meetings if major changes in scope or timeline occur from customer side.
C) In the regularly organised project team meetings my major focus is to check the performance of the project team members.
D) I'm organising regular project team meetings in order to have a feeling about the progress of the different streams in my project.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
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