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EXIN SIAM Professional Exam Sample Questions (Q49-Q54):

NEW QUESTION # 49
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. Reinforce the need for positive cultural engagement from all service providers at the next service provider forum.
B. Do nothing immediately as it is still early in the contract but monitor the contributions from NETSCO.
C. There is nothing that the service integrator can do as NETSCO is meeting all of the contracted service levels .
D. Hold a meeting with NETSCO to discuss why they are not engaging in the cultural elements of the contract

Answer: D

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

NEW QUESTION # 50
The CEO has asked SIAMRUS to assist in the Discovery and Strategy stage. Given this stage, SIAMRUS is not appointed as the service integrator yet. The first task assigned to SIAMRUS is to analyze the current ZYX services and service providers.
OUTSCO has refused to provide any information to SIAMRUS because they are a competitor SIAMRUS still needs information to create a baseline assessment What is the best approach for SIAMRUS to get the necessary information about OUTSCO and its services'?

A. Rely on the analysis of services and providers included in the report prepared by the CIO
B. Ask the ZYXH contract governance team to formally instruct OUTSCO to provide the information
C. Analyze the current and historic OUTSCO related incidents recorded in the ZYXS service desk tool
D. Review the OUTSCO contract and performance reports with the ZYXUK service delivery managers

Answer: B

Explanation:
Information Gathering: SIAMRUS needs comprehensive information about current services and service providers to create a baseline assessment during the Discovery and Strategy stage.
Formal Instruction: As OUTSCO has refused to provide information due to competition concerns, a formal instruction from the ZYXH contract governance team can mandate compliance. This leverages contractual obligations and authority.
Contractual Authority: The contract governance team has the authority to enforce contract terms and can compel OUTSCO to provide the necessary information.
Alternative Approaches:
Analyzing incident records (Option A) may provide limited insights and lacks the comprehensive data needed.
Relying on the CIO's report (Option C) might not provide up-to-date or complete information.
Reviewing contracts and performance reports with service delivery managers (Option D) could help but may not yield all required details.
Conclusion: Formal instruction from the ZYXH contract governance team is the most effective approach to ensure compliance and obtain the necessary information for a thorough baseline assessment.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Discovery and Strategy SIAM Professional Body of Knowledge (BoK), Information Gathering and Contract Management Sections

NEW QUESTION # 51
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?

A. 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
B. 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.
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. 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 staff.

Answer: B

Explanation:
* 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.
References:
* SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management
* ITIL 4: Create, Deliver and Support (CDS), Section on Workforce and Talent Management

NEW QUESTION # 52
The CEO has asked SIAMRUS to assist in the Discovery and Strategy stage. Given this stage, SIAMRUS is not appointed as the service integrator yet. The first task assigned to SIAMRUS is to analyze the current ZYX services and service providers.
OUTSCO has refused to provide any information to SIAMRUS because they are a competitor SIAMRUS still needs information to create a baseline assessment What is the best approach for SIAMRUS to get the necessary information about OUTSCO and its services'?

A. Rely on the analysis of services and providers included in the report prepared by the CIO
B. Ask the ZYXH contract governance team to formally instruct OUTSCO to provide the information
C. Analyze the current and historic OUTSCO related incidents recorded in the ZYXS service desk tool
D. Review the OUTSCO contract and performance reports with the ZYXUK service delivery managers

Answer: B

Explanation:
* Information Gathering:SIAMRUS needs comprehensive information about current services and service providers to create a baseline assessment during the Discovery and Strategy stage.
* Formal Instruction:As OUTSCO has refused to provide information due to competition concerns, a formal instruction from the ZYXH contract governance team can mandate compliance. This leverages contractual obligations and authority.
* Contractual Authority:The contract governance team has the authority to enforce contract terms and can compel OUTSCO to provide the necessary information.
* Alternative Approaches:
* Analyzing incident records (Option A) may provide limited insights and lacks the comprehensive data needed.
* Relying on the CIO's report (Option C) might not provide up-to-date or complete information.
* Reviewing contracts and performance reports with service delivery managers (Option D) could help but may not yield all required details.
* Conclusion:Formal instruction from the ZYXH contract governance team is the most effective approach to ensure compliance and obtain the necessary information for a thorough baseline assessment.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Discovery and Strategy
* SIAM Professional Body of Knowledge (BoK), Information Gathering and Contract Management Sections

NEW QUESTION # 53
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. ZYXS, because their Service Management and Service Desk Leadis the chair of the current ZYXS CAF
B. CADSCO, FIELD$CO and MAIL$CO. because commodity service providers provide services to multiple customers
C. OUTSCO, because they use a commodity cloud-based service to monitor the ZYXUK networks and infrastructure
D. ZYXUK, because there is no need for the development team to attend the ICAB as they are an internal service provider

Answer: B

Explanation:
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.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Process Management and Integration SIAM Professional Body of Knowledge (BoK), Change Management and Governance Sections

NEW QUESTION # 54
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