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  • Exam Name: EXIN SIAM Professional Exam
  • Last Update: 02-Nov-2024
  • Questions and Answers: 56
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SIAMP Questions and Answers

Question # 1

ZYXS service management currently operates a Change Approval Forum (CAF): which is chaired by the ZYXS Service Management and Service Desk Lead, and is meant to be attended by user representatives from each ZYX company.

-In the new SIAM model ZYX is considering using SIAMRUS as the service integrator

-ZYX plans to keep all current service providers, renegotiating and extending contracts where necessary.

-OUTSCO will continue to provide the services for users in ZYXUK

-ZYXS, ZYXD, and the application development team from ZYXUK will become internal service providers

The SIAMRUS SIAM model includes a process model for change management. In this model. SIAMRUS will hold an Integrated Change Advisory Board (ICAB) meeting every two weeks, where proposed changes to the services and systems will be reviewed before approval SIAMRUS will mandate the use of their change management toolset by all service providers

The CIO is concerned that some of the current service providers may not comply with the SIAMRUS process model for change management

Which organizations are most likely to not comply and why?

A.

CADSCO, FIELD$CO and MAIL$CO. because commodity service providers provide services to multiple customers

B.

OUTSCO, because they use a commodity cloud-based service to monitor the ZYXUK networks and infrastructure

C.

ZYXS, because their Service Management and Service Desk Leadis the chair of the current ZYXS CAF

D.

ZYXUK, because there is no need for the development team to attend the ICAB as they are an internal service provider

Question # 2

What best describes ZYX's strategic drivers for transitioning to a SIAM model?

A.

To enable the design implementation operation and improvement of integrated end-to-end services

•To ensure that these services are aligned with the ZYX corporate objectives, and allow problematic legacy systems to be retired

B.

To reduce the overhead and cost of managing an increasing number of service providers across the different ZYX companies

-To reduce the incidence of contract overlap, where more than one provider is being paid to deliver the same service within ZYX

C.

To reduce the risk of the service providers operating in silos, focused on their own targets rather than the wider end-to-end service

-To promote collaboration between providers in seeking ways to reduce IT operating costs and enable Agile development of new services C .

D.

To reduce the costs of operating IT. while at the same time ensuring that agreed service levels are met

-To enable IT capabilities that support agility and rapid expansion of the ZYX business into new geographical areas

Question # 3

The SIAM strategy for ZYX has been agreed:

-There will be a mix of new service providers and continuing existing service providers

-An external service integrator will be appointed

-ZYXS will provide the service desk.

-An agreement has been reached with OUTSCO to extend their contract to provide services to ZYXUK by two years

As key activities for the critical path to implement the SIAM model for ZYX, three parties must be transitioned into the SIAM model (listed in random order):

-continuing service providers

-the service integrator

-new service providers

In this instance, which sequence of activities offers the least risk to continuity of service for all ZYX companies'?

A.

All parties at the same time

B.

First the continuing service providers, then the service integrator and the new service providers last

C.

First the service integrator, then the new service provider, and the continuing service providers last

D.

First the service integrator, then both continuing and new service providers at the same time

Question # 4

ZYX has now appointed SIAMRUS as the service integrator and has started to plan and build the new SIAM ecosystem Initially the new SIAM model will be supported by the existing service providers.

In a recent program progress meeting, it was highlighted that the planned Organizational Change Management (OCM) initiative has a high cost

What approach should be taken to ensure that the OCM initiative for the service providers will cost effectively support the transition to SIAM?

A.

A major predicted cost relates to BANKSCO. Since the introduction of NEWBNK is imminent, the scope of OCM should be reduced by leaving out BANKSCO. This would enable additional funds to be available for the adoption of the ADKAR change model Using this disciplined approach for the transition of all the remaining service providers would ensure a successful and cost-effective transition to the new SIAM model

B.

Exclude OUTSCO as they already have an established approach to service provision and have communication links in place with the other service providers This significantly reduces the scale of the OCM initiative, and therefore helps to control costs Concentrate on ensuring that the other service providers are aware of the changes, and assess their desire for success using liaison with their appointed OCM representatives.

C.

Reduce the scope of the OCM initiative so that the commodity service providers are only made aware of the changes and how they will be affected by them Arrange for all the other service providers to nominate a dedicated OCM representative to ensure effective communication with all the remaining parties involved Undertake specific training in the cross-provider ways of working using Computer Based Training.

D.

The scope of OCM should include all service providers and be based on a recognized change model such as ADKAR The intentions of large established providers including OUTSCO and NETSCO should be fully understood, as there might be potential conflicts of interest which need to be addressed. The OCM activities should be tailored to the characteristics of the service providers.This will assist in controlling costs

Question # 5

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?

A.

Do nothing immediately as it is still early in the contract but monitor the contributions from NETSCO.

B.

Hold a meeting with NETSCO to discuss why they are not engaging in the cultural elements of the contract

C.

Reinforce the need for positive cultural engagement from all service providers at the next service provider forum.

D.

There is nothing that the service integrator can do as NETSCO is meeting all of the contracted service levels .

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