Question 1

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?

Options :

A : Apply service credits to OUTSCO according to their contract

B : Ask SIAMRUS staff to take over the work of the transition team

C : Ask SIAMRUS staff to take over the work of the transition team

D : Offer OUTSCO a bonus for any service level improvements

Answer: C

Question 2

The SIAM Project Board has decided that a big bang implementation approach is unsuitable for ZYX What is the most likely reason for this decision?

Options :

A : Agile methods cannot be applied to a big bang implementation approach.

B : The current service provider contracts have different termination periods.

C : The service levels must be maintained throughout the entire transition

D : The ZYXUK Directors want to use the approach suggested by SIAMRUS

Answer: B

Question 3

ZYXS has been selected as the service integrator. The ZYXS Service Management and Service Desk Lead is the process owner of the change management process. Service providers are allowed to develop their own procedures. The IT Director has asked for a metric for the change management process that aligns with the SIAM principles of measurement Which is the best metric?

Options :

A : Amount of changes not submitted to the CAT on-time

B : Consistent achievement of high-quality service provider changes

C : Number of normal changes not recorded by the service provider

D : Percentage of approved changes achieving the stated outcomes

Answer: D

Question 4

ZYX has started the SIAM transition project The project team has recognized that a major factor tosuccess 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?

Options :

A :

People 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.

B :

Senior 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 staf

C :

There 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.

D :

ZYXS 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

Question 5

The ZYX Board of Directors decided that the proposal from SIAMRUS for ZYXUK was not suitable to be used for the whole of the group, and asked the ZYXS IT Director to lead the creation of a new SIAM strategy. This new SIAM strategy has now been approved by the NEWGEN Executive Steering Board. What is the best approach to ensure that the ZYXUK Management Board supports the implementation of this SIAM Strategy?

Options :

A : Delay the implementation of the strategy until the ZYXUK Management Board has formally approved it

B :

Ensure that each ZYXUK Management Board member is teamed with a member of the strategy team they know

C :

Ensure that the ZYXUK stakeholders understand how their perspective has been considered within the strategy

D : Provide financial incentives to buy into the strategy for ZYXUK stakeholders who are not yet convinced

Answer: C