QUESTION: 9

The SIAM model in ZYX has been successfully implemented and operational for 6 months All service providers have signed up to multi-party service level agreements and a detailed collaboration agreement. All providers are either using or interfacing with the common ITSM tool. NETSCO is providing all LAN and WAN services across the group Although NETSCO is consistently achieving all of its service levels and attends all necessary meetings. NETSCO is not contributing to the overall relationship with the other service providers. The service integrator wishes to address this problem with NETSCO What action should the service integrator take?

Do nothing immediately as it is still early in the contract but monitor the contributions from NETSCO.
Hold a meeting with NETSCO to discuss why they are not engaging in the cultural elements of the contract
Reinforce the need for positive cultural engagement from all service providers at the next service provider forum.
There is nothing that the service integrator can do as NETSCO is meeting all of the contracted service levels .

Answer(s): B

Explanation:

Context Understanding: NETSCO is meeting its service levels but not engaging collaboratively with other service providers. This lack of engagement can impact the overall effectiveness of the SIAM model, which relies on collaborative effort and shared goals.

Cultural Engagement Importance: SIAM emphasizes not just meeting service levels but also fostering a collaborative culture among service providers. This helps in creating a cohesive and integrated service environment.
Initial Steps: Doing nothing immediately may allow the problem to persist and worsen, as cultural engagement is critical from the start.
Direct Discussion: Holding a meeting with NETSCO provides a direct approach to understand their perspective, identify reasons for their lack of engagement, and reinforce the importance of cultural elements outlined in the collaboration agreement.
Service Provider Forum: While reinforcing the need for positive cultural engagement in a service provider forum can help, it may not address specific issues with NETSCO effectively. Contractual Compliance: Even though NETSCO is meeting contractual service levels, the service integrator has a role in ensuring that all aspects of the agreement, including cultural engagement,

are fulfilled.

Reference:

SIAM Foundation Body of Knowledge (BoK), Chapter on Collaboration and Cooperation SIAM Professional Body of Knowledge (BoK), Governance and Cultural Integration Sections

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QUESTION: 10

ZYX has used a phased approach for implementing the SIAM model
- ZYXS is the service integrator and provides the service desk for the SIAM ecosystem
- NETSCO had all network services transitioned to them
- OUTSCO has been selected to provide hosting services The next phase is to transition all services currently hosted by ZYXS and ZYXD to OUTSCO Due to time pressures, it has not been possible to test how the services will perform after transition. The ZYX CEO is concerned about the risks to the services and the ability of ZYX to be able to carry out its business activities She wishes that an early life support (ELS) function is implemented What approach should be taken to resolve incidents and problems caused by the transition of services?

Complete the transition over a weekend when the number of people using the services will be low
Ensure that the ZYXS service desk is fully briefed and ready to handle any increase in call and incident volumes
Establish a data room containing all information about the services so that facts and data can be quickly checked
Set up a short-term function with staff from BANKSCO, ZYXS. ZYXD: ZYXG. NET$CO and OUTSCO

Answer(s): D

Explanation:

Early Life Support (ELS): ELS involves providing additional support during the initial period after a transition to ensure stability and address any issues promptly. Comprehensive Coverage: Setting up a short-term function with staff from all involved parties ensures comprehensive coverage and expertise in resolving incidents and problems caused by the transition.
Collaboration: Including staff from various service providers and internal teams fosters collaboration and knowledge sharing, essential for quick problem resolution. Risk Mitigation: This approach directly addresses the CEO's concerns about risks to services and business activities by ensuring that experienced staff are available to handle issues as they arise. Service Desk Preparation: While ensuring the service desk is ready to handle increased volumes is important, it alone is insufficient without dedicated resources to address specific transition-related issues.
Data Room: Establishing a data room is beneficial for information access but does not provide the necessary hands-on support required during the transition.

Reference:

SIAM Foundation Body of Knowledge (BoK), Chapter on Transition Planning and Support SIAM Professional Body of Knowledge (BoK), Early Life Support Sections

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QUESTION: 11

The CEO of ZYX has commissioned SIAMRUS to assess the readiness of ZYX to adopt SIAM. She knows that in order to get approval for the SIAM business case from the Board of Directors, she will have to be able to demonstrate that SIAM will make a significant contribution to the corporate strategic objectives. There is no appetite from the Board for ZYX to use any ZYX staff to provide the service integration capability
Which ZYX strategic objective can SIAM contribute to most for ZYX?

Control headcount
Ensure delivery against contracts
invest in their people
Retain existing business

Answer(s): A

Explanation:

Strategic Objectives Alignment: Demonstrating alignment with corporate strategic objectives is crucial for gaining board approval for the SIAM business case. Headcount Control: One of the primary benefits of SIAM is optimizing resources, which includes controlling headcount by reducing the need for extensive internal service integration capabilities. External Service Integration: Given that there is no appetite from the Board for using ZYX staff for service integration, leveraging external capabilities aligns with the objective of controlling headcount.
Contract Delivery: While ensuring delivery against contracts is important, SIAM's contribution to headcount control is more direct and measurable.
Investment in People and Business Retention: While SIAM can contribute to these areas, the most immediate and significant impact is on controlling headcount through efficient external service integration.

Reference:

SIAM Foundation Body of Knowledge (BoK), Chapter on SIAM Business Case Development SIAM Professional Body of Knowledge (BoK), Strategic Alignment Sections

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QUESTION: 12

One year ago. OUTSCO was appointed as the service integrator for ZYX. ZYXH provides the retained capabilities.

After a year of operating the SIAM model, OUTSCO has noticed that the 99 5% availability service level target for NEWBNK has been consistently overachieved by 0.4% every month. In order to provide better value to ZYX and to challenge the service providers in their delivery, ZYXH would like to increase the availability target to 99 9% as soon as possible.
What is the best way of doing this?

Ascertain the cost of the change from ZYXS, ZYXD and NETSCO and base the decision to proceed on a cost-benefit analysis
Hold a meeting with ZYXS to discuss the feasibility of the increase and base the decision to change the target on their views
Send an e-mail from OUTSCO to all service providers that the NEWBNK availability target is going to increase with immediate effect
Tell ZYXS. ZYXD and NETSCO that the target is increasing and give them 3 months to make the necessary changes

Answer(s): A

Explanation:

Service Level Target Adjustment: Increasing the availability target to 99.9% represents a significant change that could impact service delivery and costs. Cost-Benefit Analysis: Before making such a change, it's essential to understand the cost implications. This ensures that the decision is financially viable and aligns with ZYX's value expectations.
Provider Consultation: Consulting with ZYXS, ZYXD, and NETSCO helps in understanding the feasibility of meeting the new target and the necessary changes in their processes and infrastructure. Incremental Changes: A cost-benefit analysis allows ZYX to make an informed decision, balancing improved service levels against the associated costs. Provider Meeting: While holding a meeting to discuss feasibility is part of the process, it should be complemented with a thorough cost-benefit analysis to ensure comprehensive decision-making. Communication and Timeline: Informing providers via email or dictating changes without consultation can lead to resistance and may not be effective in achieving the desired service level improvements.

Reference:

SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Improvement
SIAM Professional Body of Knowledge (BoK), Service Level Management Sections

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