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SIAMP - High-quality Latest EXIN SIAM Professional Exam Test Materials

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EXIN SIAMP Exam Syllabus Topics:

Topic
Details

Topic 1

Discovery and Strategy: In this section, the focus is given to identifying service integration needs and designing the SIAM model.

Topic 2

Implement: In this section, the focus is given to using the SIAM framework in action and establishing governance.

Topic 3

Run and Improve: In this part, candidates are tested for their ability to operate the SIAM framework. It also covers improving monitoring the performance and making sure that necessary adjustments are made.

Topic 4

Plan and Build: This section of the exam focuses on defining roles, responsibilities, processes, and technologies for SIAM adoption and deployment.

Topic 5

SIAM Practices Across the Stages: In this section of the exam, the focus is given to the application of core practices throughout the whole lifecycle.

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EXIN SIAM Professional Exam Sample Questions (Q17-Q22):

NEW QUESTION # 17
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. Move staff from the transition team back into the service desk
B. Apply service credits to OUTSCO according to their contract
C. Ask SIAMRUS staff to take over the work of the transition team
D. Offer OUTSCO a bonus for any service level improvements

Answer: A

Explanation:
* 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.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Service Level Management
* SIAM Professional Body of Knowledge (BoK), Transition Planning and Support Sections

NEW QUESTION # 18
ZYX has now appointed SIAMRUS as the service integrator and has started to plan and build the new SIAM ecosystem Initially the new SIAM model will be supported by the existing service providers.
In a recent program progress meeting, it was highlighted that the planned Organizational Change Management (OCM) initiative has a high cost What approach should be taken to ensure that the OCM initiative for the service providers will cost effectively support the transition to SIAM?

A. Reduce the scope of the OCM initiative so that the commodity service providers are only made aware of the changes and how they will be affected by them Arrange for all the other service providers to nominate a dedicated OCM representative to ensure effective communication with all the remaining parties involved Undertake specific training in the cross-provider ways of working using Computer Based Training.
B. A major predicted cost relates to BANKSCO. Since the introduction of NEWBNK is imminent, the scope of OCM should be reduced by leaving out BANKSCO. This would enable additional funds to be available for the adoption of the ADKAR change model Using this disciplined approach for the transition of all the remaining service providers would ensure a successful and cost-effective transition to the new SIAM model
C. The scope of OCM should include all service providers and be based on a recognized change model such as ADKAR The intentions of large established providers including OUTSCO and NETSCO should be fully understood, as there might be potential conflicts of interest which need to be addressed. The OCM activities should be tailored to the characteristics of the service providers. This will assist in controlling costs
D. Exclude OUTSCO as they already have an established approach to service provision and have communication links in place with the other service providers This significantly reduces the scale of the OCM initiative, and therefore helps to control costs Concentrate on ensuring that the other service providers are aware of the changes, and assess their desire for success using liaison with their appointed OCM representatives.

Answer: C

Explanation:
Comprehensive OCM Scope:
Including all service providers in the OCM initiative ensures that every stakeholder is aligned with the changes, minimizing resistance and ensuring a smoother transition.
Use of ADKAR Model:
Utilizing a recognized change management model like ADKAR provides a structured approach to managing change.
The ADKAR model focuses on Awareness, Desire, Knowledge, Ability, and Reinforcement, which are critical for effective change management.
Understanding Provider Intentions:
Fully understanding the intentions and potential conflicts of interest of large providers like OUTSCO and NETSCO helps tailor the OCM activities appropriately.
Addressing these factors early mitigates risks and ensures cooperation from all parties.
Tailored OCM Activities:
Customizing the OCM activities to suit the characteristics of each service provider ensures relevance and effectiveness.
Tailoring the approach helps in controlling costs by focusing efforts where they are most needed and avoiding unnecessary expenses.
Cost-Effective Transition:
A well-planned and tailored OCM initiative ensures that the transition to the new SIAM model is cost-effective and achieves the desired outcomes.
Reference:
SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management ITIL 4: Create, Deliver and Support (CDS), Section on Change Management SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management ITIL 4: Direct, Plan and Improve (DPI), Section on Managing Organizational Change

NEW QUESTION # 19
The outline SIAM model has been determined.
-ZYXS will be the service integrator
-The development teams from ZYXS and ZYXUK will merge to provide application development and support services
-OUTSCO will provide a centralized service desk the wide area network and local area networks
-ZYXD will provide hosting services
-MAILSCO will provide e-mail services
-MOBSCO will provide desktop support for all users
The strategy is to transfer the current services to these named service providers as the legacy contracts expire The CIO wants to ensure that the tooling strategy supports the corporate strategy What would be the most appropriate tooling strategy*?

A. The service providers and ZYXS interface their tool with OUTSCO
B. The service providers use the ZYXS tool or use an interface with it
C. The service providers use the ZYXS tool exclusively
D. The service providp-s .isp the QI .'W.C; tool exr iisivpIv

Answer: B

Explanation:
Understanding the Scenario:
* ZYXS is the service integrator.
* Various service providers (ZYXUK, OUTSCO, ZYXD, MAILSCO, MOBSCO) are responsible for different services.
* The CIO wants a tooling strategy that supports the corporate strategy.
Analyzing Tooling Requirements:
* A single, centralized tool would ensure consistency, integration, and easier management.
* Flexibility is needed to accommodate existing tools used by different service providers.
Evaluating Options:
* Option A:Interfacing all tools with OUTSCO limits flexibility and may not support the corporate strategy effectively.
* Option B:Exclusive use of the QI tool is too restrictive and could lead to resistance from service providers.
* Option C:Exclusive use of the ZYXS tool might not be feasible for all providers, especially if they have established tools that are integral to their operations.
Selecting the Optimal Approach:
* Option D:Allowing service providers to use the ZYXS tool or interface with it provides a balanced approach. It ensures integration and consistency while offering flexibility for providers to use their established tools, aligning with the corporate strategy for seamless service delivery and support.
Justification:
* This approach aligns with ITIL and SIAM best practices, promoting collaboration, integration, and flexibility in tool usage.
* It ensures that the tooling strategy is adaptable, supports the corporate strategy, and facilitates efficient service management across diverse service providers.

NEW QUESTION # 20
The outline SIAM model has been determined.
-SIAMRUS will be the service integrator.
-The development teams from ZYXS and ZYXUK will merge to provide global application development and support services
-ZYXS will also provide a centralized service desk, desktop support, and field engineer support.
-OUTSCO will provide hosting e-mail services, the wide area network, and local area networks under new contracts
-All services currently hosted by ZYXS or ZYXD will transfer to OUTSCO
The strategy is to transfer the current services to these named service providers as the legacy contracts expire The merger with the Tokyo-based competitor has started and is expected to complete in 3 months' time. As part of the merger the services currently provided by the Tokyo-based internal functions will transfer to ZYXS and ZYXUK. The planning for this has only just started, there is insufficient time to create and test a detailed plan What is the most appropriate implementation approach for the ZYX SIAM model?
What is the most appropriate implementation approach for the ZYX SIAM model?

A. Big bang with all service providers onboarded at once
B. Phased approach by service or group of services
C. Phased approach by incumbent service provider
D. Phased approach by ZYX organization and location

Answer: B

Explanation:
Understanding the Scenario:
* SIAMRUS will be the service integrator.
* Merging development teams from ZYXS and ZYXUK to provide global application development and
* support.
* ZYXS will provide centralized service desk, desktop support, and field engineer support.
* OUTSCO will provide hosting, e-mail services, WAN, and LAN under new contracts.
* Services currently hosted by ZYXS or ZYXD will transfer to OUTSCO.
* Merger with Tokyo-based competitor transferring services to ZYXS and ZYXUK, with planning just starting.
Analyzing the Options:
* Option A:Big bang approach risks overwhelming resources and causing significant disruptions.
* Option B:Phased approach by organization and location might introduce inconsistencies and complicate management.
* Option D:Phased approach by incumbent service provider may not address all service areas effectively.
Selecting the Optimal Approach:
* Option C:Phased approach by service or group of services ensures that each service or related group of services is transitioned smoothly and managed effectively. It allows for controlled testing and integration, minimizing risks and ensuring continuity.
Justification:
* This approach provides flexibility and ensures that each service can be managed individually, allowing for adjustments as needed.
* It aligns with best practices in ITIL and SIAM for managing complex transitions and integrations effectively.

NEW QUESTION # 21
ZYX has appointed SIAMRUS and the service management staff from ZYXS as a hybrid service integrator They will use the SIAM model from SIAMRUS The IT staff from ZYXS and ZYXUK will form a new internal service provider. ZYXSAPP. ZYXSAPP will provide the services for application development and application support ZYXH will provide the retained capabilities The contract with OUTSCO will not bo renewed ZYX wants to start planning the implementation of the SIAM model What should SIAMRUS do that would most support ZYX?

A. Lead the commercial discussions with new and legacy providers
B. Review the exit management requirements in the contract with OUTSCO
C. Start the activities to transition ZYXSAPP into the SIAM model
D. Take on the accountability for deciding on the implementation approach

Answer: B

Explanation:
Understanding the Scenario:
* SIAMRUS and service management staff from ZYXS appointed as hybrid service integrator.
* IT staff from ZYXS and ZYXUK forming new internal service provider, ZYXSAPP.
* OUTSCO's contract will not be renewed, and ZYX is starting SIAM model implementation planning.
Analyzing the Options:
* Option A:Leading commercial discussions could be part of the process but is secondary to contract exit management.
* Option C:Transitioning ZYXSAPP is important but not the immediate priority.
* Option D:SIAMRUS taking on accountability for the implementation approach should be a collaborative decision.
Selecting the Optimal Approach:
* Option B:Reviewing exit management requirements in the OUTSCO contract is critical to ensure a smooth transition without legal or operational complications.
Justification:
* Proper exit management ensures continuity and mitigates risks associated with transitioning from OUTSCO.
* Aligns with best practices in contract management and SIAM for managing service provider transitions effectively.

NEW QUESTION # 22
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