EXIN SIAMP : EXIN SIAM Professional Exam

Previously, there was no common set of performance targets and metrics used across all ZYX companies ZYXH Contract Governance is concerned about this. They would like to see metrics that drive improvement once the transition has been made to a SIAM model.
ZYXS provide a range of services to some ZYX companies The ZYX IT steering group meets every 4 months chaired by the ZYXS IT Director It is attended by representatives from each ZYX company SIAMRUS provided a report for ZYXUK. This included a set of metrics that SIAMRUS have used before with other organizations. ZYXS has been selected to be the internal service integrator in the new SIAM model The ZYXS IT director has provided a set of metrics from an organization that she previously worked for What is the best way for ZYX to ensure effective metrics are in place to improve services?

• A. Run a pilot with metrics from the ZYXS IT director, involving ZYXS and all service providers
• B. Proceed with the set of metrics that SIAMRUS has previously used with other service providers
• C. Take the set of metrics currently used by ZYXS and apply them across all service providers
• D. At the next IT steering group meeting, agree on a common set of metrics that all service providers must use.

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?

• A. Apply service credits to OUTSCO according to their contract
• B. Offer OUTSCO a bonus for any service level improvements
• C. Move staff from the transition team back into the service desk
• D. Ask SIAMRUS staff to take over the work of the transition team

The CEO has asked the IT Director to create a SIAM strategy for ZYX that aligns with the mandate for change and the corporate strategy The CEO wants it as soon as possible.
What should the IT Director do?

• A. Design a new SIAM strategy using the report from SIAMRUS as input
• B. Adopt the SIAM strategy proposed by SIAMRUS for ZYXUK
• C. Design a new SIAM strategy ignoring the report from SIAMRUS
• D. Adopt the SIAM strategy proposed by SIAMRUS for ZYX

Project NEWGEN was completed against demanding timescales Because of time pressures, ZYX reduced the scope for testing of the end-to-end processes.
-SIAMRUS is the service integrator and also provider of the service desk for the SIAM ecosystem
-ZYXS is the internal service provider for NEWBNK, which is hosted by OUTSCO
-NETSCO provides the wide area network connecting the OUTSCO data center to the banks using NEWBNK.
Since the transition to SIAM, users of NEWBNK have experienced a significant increase in the time taken to fix incidents The ZYX sales team is now experiencing resistance from customers who were expected to migrate to NEWBNK This is affecting the planned rollout of the new application The ZYX sales team has told the customers that the issues were caused by the providers to ZYX not working together, and not the NEWBNK application itself.
What is the best approach for SIAMRUS to improve the situation?

• A. Implement Lean systems thinking in each provider to review and optimize the procedures, eliminating waste within the internal activities of the providers
• B. Design and implement a program of organizational change management and skills training with each service provider and measure the success of it
• C. Use the process forums to mao analyze and improve the end to end processes assigning specific activities to appropriate mdividuals
• D. Implement a new customer marketing campaign focusing on the benefits of NEWBNK and stress that the issues are temporary and will be resolved M|

ZYXS has been appointed as the service integrator The CIO of ZYX would like to disband the IT Steering Group. She wants the former Product Development Forum to be expected to include representatives from every provider.
This new body will be known as the Services Steering Group (SSG). The responsibilities of the SSG will include approving the design and funding for new products and services and the supporting architectures, setting policies for related governance, and considering new technologies that can assist with achieving the goals of the ZYX corporate strategy. The SSG will be chaired by the ZYXS IT Director.
The representatives of the SSG must be empowered to take decisions on behalf of their organizations What type of structural element is this steering group*?

• A. Working group
• B. Service design forum
• C. Tactical governance board
• D. Strategic governance board