Exin SIAMP EXIN SIAM Professional Exam Practice Test

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Question 1

ZYX has appointed a service integrator in addition to measunng specific service provider service levels, the ZYX Board of Directors also wants information on end-to-end process KPIs based on business outcomes

The KPIs that the ZYX Board would like are

- End-to-end availability of services supporting sales activity

- End-to-end resolution time for support requests received from users

- Timeliness of invoice production, distribution and payment

How should the service integrator implement these KPIs?

ABring the providers together to map the services, and define and agree on the supporting measurements

BEngage a team of consultants from SIAMRUS to map the processes and define the calculations required

CReview the existing KPIs used by all providers to see which ones can be used as the new KPIs

DRequest ZYX to produce data definitions and distnbute these to the service providers

Answer : A

Understanding the Scenario:

ZYX has appointed a service integrator and wants to measure end-to-end process KPIs based on business outcomes.

The desired KPIs include end-to-end availability of services supporting sales, resolution time for support requests, and timeliness of invoice processing.

Analyzing the Options:

Option B: Engaging consultants from SIAMRUS may provide expertise but could be costly and time-consuming.

Option C: Reviewing existing KPIs might not cover all the necessary business outcomes and could miss specific requirements.

Option D: Requesting ZYX to produce data definitions could lead to inconsistencies and may not ensure provider alignment.

Selecting the Optimal Approach:

Option A: Bringing the providers together to map the services and define and agree on the supporting measurements ensures alignment and collaboration. This approach fosters a common understanding and commitment to the KPIs across all providers, facilitating accurate and meaningful measurements.

Justification:

Collaborative mapping and agreement on KPIs ensure that all providers understand their roles and responsibilities in achieving business outcomes.

This approach aligns with SIAM principles of collaborative governance and integrated service management, ensuring that KPIs are relevant and aligned with business objectives.

Question 2

ZYX has started the SIAM transition project The project team has recognized that a major factor to success will be managing people through the transition from the current operational model to the future SIAM model. It has been decided to create a dedicated consultation group to formulate the best approach to supporting the staff

Who should best be included in the consultation group?

APeople with HR expertise, and representatives from across ZYX and the providers with the skills and ability to 'sell the ideas' The group needs to represent multiple functions, and could be supplemented with specialist expertise from external contractors.

BSenior representatives from the management boards of all ZYX organizations and their current service providers should form the consultation group This would ensure fair representation for all parties. They would cascade information to the affected staff.

CThere is not enough capability to form the group from the existing resources An external organization should be engaged to provide specialists in organizational change management. They would undertake all of the necessary activities throughout the transition.

DZYXS should be used to form the group as they have well documented processes, job descriptions and skills profiles. Using their expertise to define the future requirements for the SIAM model will enable all staff to understand what will be expected from them

Answer : A

Purpose of the Consultation Group:

The group is formed to manage the transition of staff from the current operational model to the future SIAM model.

Key Participants:

HR expertise is essential for understanding and managing the people aspects of the transition.

Representatives from across ZYX and the providers ensure that multiple perspectives and insights are considered, facilitating a holistic approach.

Skills and Abilities:

Members should have the skills to communicate and 'sell the ideas' effectively to gain staff buy-in and reduce resistance to change.

Including representatives with these skills ensures the effective dissemination of information and support for the transition.

External Expertise:

If necessary, supplementing the group with external contractors who have specialist expertise in organizational change management can provide additional support and insights.

SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management

ITIL 4: Create, Deliver and Support (CDS), Section on Workforce and Talent Management

Question 3

ZYX is initiating their NEWGEN SIAM transition project As part of the early planning, ZYX identifies key activities and milestones that must be included in the project plan.

What would be the best approach for ZYX to take in designing their SIAM governance framework?

ADefine a framework of formally appointed governance boards with clearly documented terms of reference to act as decision making bodies, made up of representatives from all divisions of ZYX

BEnsure that the future service integrator's contract includes responsibility for establishing a governance framework that describes how the SIAM ecosystem will be managed and operated

CEstablish a working group with representation from all ZYX divisions to review existing policies and practices, then define a framework of policies, standards processes, roles and structural elements

DUpdate the responsibilities of the IT Steering Group to include responsibility for ensuring that the SIAM ecosystem is implemented in accordance with defined plans and objectives

Answer : C

Governance Framework Design:

Establishing a comprehensive governance framework is crucial for the success of the SIAM transition project.

Inclusive Working Group:

A working group that includes representation from all ZYX divisions ensures that the governance framework is inclusive and considers the needs and perspectives of all stakeholders.

This collaborative approach fosters buy-in and alignment across the organization.

Review and Define Framework:

The working group should begin by reviewing existing policies and practices to identify areas that need to be aligned with the new SIAM model.

They will then define a framework that includes policies, standards, processes, roles, and structural elements necessary for effective governance.

Benefits:

This method ensures that the governance framework is well-rounded, comprehensive, and tailored to the specific needs of ZYX.

SIAM Professional Body of Knowledge (BoK), Chapter on Governance Framework

ITIL 4: Direct, Plan and Improve (DPI), Section on Governance

Question 4

The ZYXS IT Director has proposed to the CIO that ZYXS should be the service integrator in the new SIAM model. The CIO wants to validate if the necessary capabilities exist in ZYXS. The CIO has asked SIAMRUS to perform the assessment.

What is the first activity that SIAMRUS should carry out?

ACompare the ZYXS service integration capabilities with the SIAM objectives and the target SIAM model

BAssess the existing capabilities of each team in ZYXS and determine if they are at the required maturity

CIdentify and then map the stakeholders, process owners and managers for all services across ZYX

DPrepare a heat map to provide a graphical summary of capabilities and show it to the CIO

Answer : A

Objective and Context:

The ZYXS IT Director proposes ZYXS as the service integrator in the new SIAM model.

The CIO needs to validate if ZYXS possesses the necessary capabilities.

Assessment of Capabilities:

SIAMRUS must begin by comparing the current service integration capabilities of ZYXS with the defined SIAM objectives and the target SIAM model.

This involves identifying the specific capabilities required for the target SIAM model and evaluating whether ZYXS meets these requirements.

Alignment with SIAM Objectives:

This comparison ensures that ZYXS can fulfill the roles and responsibilities expected of the service integrator, in line with the overall goals of the SIAM implementation.

Initial Activity:

This step serves as the foundation for understanding gaps and strengths, which will guide further detailed assessments and development plans if necessary.

SIAM Professional Body of Knowledge (BoK), Chapter on Capability Assessment

ITIL 4: Direct, Plan and Improve (DPI), Section on Continual Improvement

Question 5

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?

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

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

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

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

Answer : A

Context Understanding: In the new SIAM model, SIAMRUS will hold an Integrated Change Advisory Board (ICAB) and mandate the use of their change management toolset by all service providers.

Commodity Service Providers: Providers like CADSCO, FIELDSCO, and MAILSCO, which offer commodity services to multiple customers, often have standardized processes that may not align easily with customized SIAM requirements.

Compliance Challenges: These providers may face challenges in complying with specific SIAMRUS processes and tools due to their broad customer base and standardized operations, making it difficult to adapt to specific requirements for ZYX.

Service Integrator Role: The service integrator (SIAMRUS) needs to ensure that all providers adhere to the integrated change management process, but commodity providers may be less flexible in adopting new tools and processes.

Impact on Compliance: While internal providers like ZYXS, ZYXD, and the ZYXUK development team are more likely to comply due to their closer alignment with ZYX's internal processes, commodity providers have less incentive and flexibility to adapt.

Conclusion: CADSCO, FIELDSCO, and MAILSCO are most likely to face compliance issues due to their standardized, multi-customer service models, making them less adaptable to specific SIAMRUS process requirements.

SIAM Foundation Body of Knowledge (BoK), Chapter on Process Management and Integration

SIAM Professional Body of Knowledge (BoK), Change Management and Governance Sections

Question 6

ZYX decided to use a phased approach for implementation SIAMRUS was appointed as the service integrator and is now live

The next phase is to replace the services currently provided by OUTSCO with services provided by ZYXS, ZYXD, FIELDSCO and NETSCO. This is expected to be completed in 2 months OUTSCO has established a small transition team to assist with the service transfer

Over the past 4 months the performance of the OUTSCO service desk has deteriorated, with 50% of calls to the service desk exceeding the call answer time service level OUTSCO has admitted that this is due to reduced numbers of staff on their service desk

What is the best approach to address the service level failures?

AApply service credits to OUTSCO according to their contract

BAsk SIAMRUS staff to take over the work of the transition team

CMove staff from the transition team back into the service desk

DOffer OUTSCO a bonus for any service level improvements

Answer : C

Context Understanding: The performance of the OUTSCO service desk has deteriorated due to reduced staff numbers, affecting service levels significantly.

Service Level Management: Ensuring that service levels are met is critical for maintaining customer satisfaction and operational efficiency. Immediate action is needed to address the shortfall in service desk performance.

Reallocation of Resources: Moving staff from the transition team back into the service desk provides an immediate solution to bolster the service desk and improve call answer times.

Transition Team's Role: The transition team's primary goal is to assist with service transfer. However, since the transition will not be completed for another two months, reallocating some team members temporarily can help maintain service levels without significantly impacting the transition process.

Alternative Options:

Applying service credits penalizes OUTSCO but does not resolve the immediate issue.

Asking SIAMRUS staff to take over the transition work may not be feasible or efficient, as they may not have the specific knowledge required.

Offering a bonus for improvements might motivate OUTSCO but does not address the immediate staffing issue.

Conclusion: The most practical and effective immediate solution is to move staff from the transition team back into the service desk to improve service levels.

SIAM Foundation Body of Knowledge (BoK), Chapter on Service Level Management

SIAM Professional Body of Knowledge (BoK), Transition Planning and Support Sections

Question 7

The implementation of NEWGEN will onboard a number of existing service providers at differing levels of maturity. In addition, there will be new services (such as NEWBNK) and service providers (such as those to support planned expansion in the Asia Pacific region).

What would be the most advantageous approach to onboarding?

ACreate a standard onboarding approach for all service providers Apply this approach as contracts are renewed created., or extended Use service criticality and an impact assessment to determine the best sequence for onboarding

BPrioritize the transition of the least mature service providers in order to maximize an early realization of benefits Delay adding new service providers until the SIAM model is well established to avoid any disruption to the plan.

CReview the incident history for current service providers and prioritize transition based on the volume of incidents with their services in order to quickly improve service quality Add new service providers as required by the expansion

DTransition the most mature service providers using a simplified approach as they will be more able to adapt to SIAM Onboard new service providers to take advantage of the Greenfield opportunity they represent Finally onboard the least mature

Answer : B

Onboarding Challenges:

Onboarding multiple existing and new service providers with varying levels of maturity and different services.

Standard Onboarding Approach:

Creating a standard onboarding approach ensures consistency and clarity in the onboarding process.

This approach provides a structured methodology that can be applied uniformly, ensuring that all service providers meet the required standards.

Application Based on Contract Timelines:

Applying the standard approach as contracts are renewed, created, or extended ensures that the onboarding process aligns with contractual timelines and avoids disruption.

This phased approach allows for manageable and controlled onboarding.

Service Criticality and Impact Assessment:

Prioritizing onboarding based on service criticality and impact assessment ensures that the most critical services are onboarded first.

This prioritization minimizes risk and ensures that the most important services are stable and well-integrated.

Benefits:

A structured and prioritized onboarding process ensures a smoother transition, better integration, and reduced risk of service disruption.

SIAM Professional Body of Knowledge (BoK), Chapter on Onboarding and Transitioning

ITIL 4: Drive Stakeholder Value (DSV), Section on Onboarding and Offboarding