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EXIN SIAM Professional Exam Sample Questions (Q45-Q50):
NEW QUESTION # 45
ZYX has decided to appoint ZYXS as service integrator using the lead supplier structure ZYXS will need to fill new roles with additional skilled resources The contract with OUTSCO will be terminated, and all the component services will be transitioned to FIELD$CO: MAILSCO. NETSCO. ZYXD and ZYXS The SIAM Project Board has just agreed that after the transition there will no longer be a requirement for service delivery managers in ZYXUK to manage the outsourced contract with OUTSCO What is the best way to deal with this situation?
Answer: D
Explanation:
Situation Overview:
The termination of the contract with OUTSCO and the transition to a lead supplier structure with ZYXS as the service integrator has made the roles of the service delivery managers redundant.
Communication and Involvement:
Directly informing the service delivery managers promptly shows transparency and respect, reducing uncertainty and speculation.
Inviting them to participate in designing the new SIAM model involves them in the transition process, utilizing their experience and knowledge, and helping them feel valued.
Opportunity for New Roles:
Encouraging the service delivery managers to apply for new roles within the SIAM ecosystem provides them with career opportunities and helps retain experienced staff.
This approach demonstrates a commitment to employee development and continuity.
Minimizing Resistance:
By involving the service delivery managers in the transition, their potential resistance to change can be minimized, ensuring a smoother transition process.
Reference:
SIAM Professional Body of Knowledge (BoK) recommends early and clear communication with impacted staff during transitions.
ITIL 4: Create, Deliver and Support (CDS) emphasizes the importance of engaging and involving staff in change initiatives.
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 # 46
ZYX has decided to use an external service integrator SIAMRUS has recommended that the SIAM transition project board has senior user representatives from both the ZYX retained capabilities and the service provider organizations. ZYXS will be an internal service provider.
What activity should ZYXS be responsible for in the senior user role?
Answer: B
Explanation:
* Role of Senior User Representatives:The senior user role on the project board is crucial for ensuring that the needs and perspectives of end-users are adequately represented during the transition.
* ZYXS as Internal Service Provider:As an internal service provider, ZYXS has a comprehensive understanding of the user requirements and operational contexts within ZYX companies.
* User Representation:ZYXS is best positioned to represent the users from all ZYX companies due to their internal role and existing relationships with the user base. This ensures that user needs are considered in decision-making processes.
* Expected Benefits and Resource Gaps:While ensuring the project meets expected benefits and highlighting resource gaps are important, these are typically responsibilities shared across the project board and not specifically tied to the senior user role.
* Toolset Acceptance Criteria:Providing input into toolset acceptance criteria is a specific task, but it does not encompass the broader responsibility of user representation.
* Conclusion:Representing the users from all ZYX companies on the project board ensures that the transition project aligns with user needs and expectations, promoting successful implementation and user satisfaction.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Roles and Responsibilities
* SIAM Professional Body of Knowledge (BoK), Governance and Senior User Roles Sections
NEW QUESTION # 47
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?
Answer: D
Explanation:
* SIAM Principles of Measurement:Metrics in a SIAM environment should focus on outcomes, continuous improvement, and the overall effectiveness of processes across the ecosystem.
* Outcome-Based Measurement:The percentage of approved changes achieving the stated outcomes directly reflects the effectiveness of the change management process. It measures whether changes deliver the intended benefits without adverse effects.
* Comparison of Metrics:
* Amount of changes not submitted to the CAB on-time focuses on process adherence but not on the effectiveness of changes.
* Consistent achievement of high-quality service provider changes is important but needs a more specific metric to quantify quality.
* Number of normal changes not recorded by the service provider indicates compliance issues but not process effectiveness.
* Alignment with SIAM Goals:The chosen metric should align with SIAM's goals of integrated service management and continuous improvement by providing actionable insights into the effectiveness of change management.
* Continuous Improvement:Measuring the percentage of changes achieving the stated outcomes helps identify areas for improvement in the change management process and aligns with SIAM's focus on delivering value through effective service management.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Measurement
* SIAM Professional Body of Knowledge (BoK), Change Management Sections
NEW QUESTION # 48
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?
Answer: C
NEW QUESTION # 49
ZYX has implemented a SIAM structure, appointing SIAMRUS as the service integrator.
The SIAM strategy is to consolidate to a smaller number of service providers over time as existing contracts expire Until then. ZYX wants all current service providers to be part of the SIAM ecosystem.
What should ZYX do?
Answer: B
Explanation:
SIAM Strategy Communication: Clearly communicating the SIAM strategy ensures all service providers understand the new operational model and their roles within it.
Collaboration Agreement: Creating a collaboration agreement formalizes the expectations, roles, and responsibilities of all service providers, promoting a cooperative environment.
Role Clarification: The collaboration agreement ensures that SIAMRUS's role as the service integrator is well-defined and accepted by all service providers, preventing conflicts and misunderstandings.
Contractual Inclusion: While incorporating clauses in service provider contracts acknowledging SIAMRUS's role is essential, it is part of a broader strategy and not a standalone solution.
Formal Notifications: Informing service providers via official communication about SIAMRUS's appointment is necessary but insufficient without a collaboration framework.
Implementation Framework: The collaboration agreement serves as a foundational document, aligning all service providers with the SIAM strategy and ensuring they work towards common goals.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Collaboration and Cooperation SIAM Professional Body of Knowledge (BoK), Governance and Contract Management Sections
NEW QUESTION # 50
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