NO.1 You have a Trouble Ticketing system that has a limited capability, which other function can
you use to assist you when calculating the SLA?
A. Configuration Management
B. OSS Management
C. Fault Management
D. Performance Management
Answer: D

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NO.2 In setting up the service delivery, Operational Service Level Agreements are required for Spare
Part Management, Network Optimization and Shared Delivery of Fault Management. Which Lines of
Business will you have to set up agreements with?
A. Care; NPO; GDC
B. Other Operator Spare Part supplier; NPO; GDC
C. Customer; NPO; GDC
D. Care; Customer; GDC
Answer: A

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NO.3 Why is a Resource Plan required during the 'Create Customer Solution' Phase?
A. To initiate recruitment of Operations team.
B. In order to make a services cost calculation.
C. To reserve resources from Resource Manager.
D. To reserve subcontractor resources.
Answer: B

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NO.4 How would you ensure the GNOC has 24x7 management support?
A. Ensure that the Team Leader knows all the managers who can support in case of escalation. Ensure
in any case you can manage 24x7 all the management tasks assigned to you and ensure your
availability.
B. Have Process Owners and/or Team Leaders take on escalation management roles and delegate
some of your responsibilities to them to test their capability.
C. Organize the shift by taking into account the experience of the Team Leaders and engineers.
Ensure you have constant communication with the Team Leader in case it is necessary for you to
manage the team.
D. Assign tasks and define process's Owners. Provide the Team Leaders with the right management
contact names who might provide support in case needed. Delegate all the responsibility to them
when you are present at the NOC.
Answer: B

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NO.5 Serious flood damage in a major city has resulted in a completely cut off mobile network.
Contractually this is 'Force Majeur' and no SLA's are effected in contractual terms. What is your
priority recommended course of action?
A. Start repairing sites once power is restored with priority given to sites generating highest income.
B. Have a special team ready to start checking all sites to ensure they are safe.
C. Prepare a plan for the customer detailing the extent of the damage and actions/costs to repair.
D. Use spare generators to get priority sites safely back on air as soon as possible.
Answer: D

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NO.6 In setting up the spare part requirements with NSN which of the statements MOST closely
describes the key set-up requirement?
A. Having an OLA with Care for spare part management.
B. Having an effective warehouse management system to support Hardware Services.
C. Locating spare parts in Service vehicles and at Network Locations.
D. Implementing a Spare Part Management process and tools in GDC.
Answer: A

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NO.7 A risk event with a 100% probability of occurrence is;
A. a risk event with a high impact.
B. a problem and triggers the contingency plan.
C. very irritating.
D. an issue and triggers the mitigation plan.
Answer: B

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NO.8 Which statements correctly describes Third Party Management?
A. Managing contracts and subcontracts undertaken with partner organizations in order to provide
outsourced service delivery to the customer.
B. Managing contracts undertaken with partner organizations in order to provide outsourced service
delivery to the customer.
C. Managing contracts where they are essential with partner organizations in order to provide
outsourced service delivery to the customer.
D. Managing essential contracts on behalf of the customer in order to provide the outsourced service
delivery scope of services or to fully novate them.
Answer: D

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