SDM_2002001040 SDM Certification - CARE Questions and Answers

Software Maintenance.

Spare Part Management.

HWS or SWS Life Extender.

Care SWS preventive services or Active Software Support (ASWS).

Include the new scope in the CT financial plans.

Update the NELLE forecast with new costs and resource requirements.

Inform Care sub regional or regional organisation.

Inform Product Managers who should then prepare new services descriptions.

Care Program Manager.

Care Renewal Leader.

Care Service Engagement Manager.

CT Head.

Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.

Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.

Establish operating practices and review ongoing operations.

Manage subcontractors, contractors and 3rd parties whenever applicable.

When the network, sub-network or deliverables get Customer final acceptance.

When the project phase is completed.

When the Account Manager receives the final payment from the Customer.

When the Care Plan has been accepted by the Customer.

Care contract closing in Contract Database.

Ensuring with local CLicS Key User that the Customer’s users are removed from CLicS role management.

Communication of changes related to customer's HWS services through the HWS organization and collaborators.

Identifying related 3rd party vendor support agreements.

Emergency Support, Help Desk, SW Rollout (SW Upgrade/Update) mass installation/deployment.

HWS and Software Maintenance.

SW Installation, SW Rollout, Emergency Support.

Emergency Support, Help Desk, Spare Part Management.

Supervises sales and costs and defines discounts.

Supervises revenues and costs and provides reports to the Account Manager.

Supervises revenues and costs and analyses profitability.

Supervises revenues and costs and approves customer discounts.

To monitor costs on a periodic basis and initiate corrective actions as needed.

To support the F&C Controller in her/his cost monitoring activity.

To support the CT Head in her/his cost monitoring activity.

To review the actual financial data against the estimated figures and report it to the CT Head.

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

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

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

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

As-sold total contract profitability.

Previous LE.

Annual plan.

ATP.

Care Technical Manager if assigned, otherwise the Care Program Manager.

Care Program Manager.

Care Program Coordinator if assigned, otherwise the Care Program Manager.

CT Head.

Know the approval processes.

Not to exceed the cost base-line.

Know where to find the best resources.

Not to take any risks.

Basic reference in contractual disputes with customer.

Service Manual, helping to induct new Care Team members.

Financial Planning support tool in CT.

The source of resource forecast data.

Head of Care in region and Care Program Manager.

Care Program Manager and CT Head.

Customer and CT Head.

Care Program Manager and Customer.