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EXIN SIAM Professional Exam Sample Questions (Q19-Q24):

NEW QUESTION # 19
The ZYXS IT Director has proposed to the CIO that ZYXS should be the service integrator in the new SIAM model. The CIO wants to validate if the necessary capabilities exist in ZYXS. The CIO has asked SIAMRUS to perform the assessment.
What is the first activity that SIAMRUS should carry out?

A. Prepare a heat map to provide a graphical summary of capabilities and show it to the CIO
B. Assess the existing capabilities of each team in ZYXS and determine if they are at the required maturity
C. Identify and then map the stakeholders, process owners and managers for all services across ZYX
D. Compare the ZYXS service integration capabilities with the SIAM objectives and the target SIAM model

Answer: D

Explanation:
Objective and Context:
The ZYXS IT Director proposes ZYXS as the service integrator in the new SIAM model.
The CIO needs to validate if ZYXS possesses the necessary capabilities.
Assessment of Capabilities:
SIAMRUS must begin by comparing the current service integration capabilities of ZYXS with the defined SIAM objectives and the target SIAM model.
This involves identifying the specific capabilities required for the target SIAM model and evaluating whether ZYXS meets these requirements.
Alignment with SIAM Objectives:
This comparison ensures that ZYXS can fulfill the roles and responsibilities expected of the service integrator, in line with the overall goals of the SIAM implementation.
Initial Activity:
This step serves as the foundation for understanding gaps and strengths, which will guide further detailed assessments and development plans if necessary.
Reference:
SIAM Professional Body of Knowledge (BoK), Chapter on Capability Assessment ITIL 4: Direct, Plan and Improve (DPI), Section on Continual Improvement

NEW QUESTION # 20
rhe corporate strategy of ZYX contains these objectives
*Ensure delivery against contracts
Invest in and train all ZYX staff
Control staff costs
Reduce operating costs
Be ready to adapt to change
Fhe ZYX SIAM strategy including the outline business case and outline SIAM model, has been created by the ZYXH CIO It will be considered for approval at the next neetmg of the ZYX Board of Directors in one week.
rhe strategy proposes that:
SIAMRUS is the external service integrator
ZYXS. ZYXD and the development team from ZYXUK will form a new internal service provider, led by the current ZYXS IT Director The ZYXS IT Director will continue to report to the ZYXH CFO in the new structure The ZYXS IT Director has e mailed a formal complaint directly to the CEO about this strategy She believes that a hybnd service integrator structure, using capabilities from both SIAMRUS and ZYXS, would be a better option for ZYX What should ZYXS do to get the ZYXS IT Director to buy into the SIAM strategy?

A. Carry out an awareness campaign to brief all staff in ZYXS ZYXD, and ZYXUK
B. Remind the ZYXS IT Director that the ZYX Board of Directors will make the final decision on the SIAM strategy
C. Ask the ZYXH CFO and ZYXH CIO to meet with the ZYXS IT Director to understand her concerns
D. Resend copies of the outline business case and the outline SIAM model to the ZYXS IT Director

Answer: C

Explanation:
Introduction:
* Addressing the concerns of the ZYXS IT Director is crucial for gaining buy-in and ensuring the successful implementation of the SIAM strategy.
Analyzing the Options:
* Option A:
* Involves a direct meeting with the ZYXH CFO and ZYXH CIO to understand and address the IT Director's concerns.
* This approach fosters open communication and helps in addressing any valid concerns or objections.

NEW QUESTION # 21
The SIAM strategy for ZYX has been agreed:
-There will be a mix of new service providers and continuing existing service providers
-An external service integrator will be appointed
-ZYXS will provide the service desk.
-An agreement has been reached with OUTSCO to extend their contract to provide services to ZYXUK by two years As key activities for the critical path to implement the SIAM model for ZYX, three parties must be transitioned into the SIAM model (listed in random order):
-continuing service providers
-the service integrator
-new service providers
In this instance, which sequence of activities offers the least risk to continuity of service for all ZYX companies'?

A. All parties at the same time
B. First the service integrator, then the new service provider, and the continuing service providers last
C. First the service integrator, then both continuing and new service providers at the same time
D. First the continuing service providers, then the service integrator and the new service providers last

Answer: D

Explanation:
* Service Continuity:Ensuring continuity of service is critical during the transition to a SIAM model.
Phasing the transition in a manner that minimizes risk is essential.
* Phased Transition:Starting with the continuing service providers helps to stabilize the current environment before introducing new variables (service integrator and new providers).
* Role of Service Integrator:Once the continuing providers are integrated, the service integrator can then take over the management of the SIAM ecosystem. This ensures that the integrator has a stable foundation to work with.
* Introducing New Providers:Bringing in new service providers last minimizes disruption and allows the service integrator to establish robust governance and management practices first.
* Alternative Sequences:
* Transitioning all parties simultaneously (Option A) carries high risk of service disruption.
* Starting with the service integrator or new providers first (Options C and D) before stabilizing current services could lead to significant operational challenges.
* Conclusion:The sequence of first transitioning the continuing service providers, followed by the service integrator, and finally the new service providers offers the least risk and ensures a smooth transition process.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Transition Planning and Support
* SIAM Professional Body of Knowledge (BoK), Service Transition Sections

NEW QUESTION # 22
ZYX has used a phased approach for implementing the SIAM model
- ZYXS is the service integrator and provides the service desk for the SIAM ecosystem
- NETSCO had all network services transitioned to them
- OUTSCO has been selected to provide hosting services
The next phase is to transition all services currently hosted by ZYXS and ZYXD to OUTSCO Due to time pressures, it has not been possible to test how the services will perform after transition.
The ZYX CEO is concerned about the risks to the services and the ability of ZYX to be able to carry out its business activities She wishes that an early life support (ELS) function is implemented What approach should be taken to resolve incidents and problems caused by the transition of services?

A. Set up a short-term function with staff from BANKSCO, ZYXS. ZYXD: ZYXG. NET$CO and OUTSCO
B. Ensure that the ZYXS service desk is fully briefed and ready to handle any increase in call and incident volumes
C. Establish a data room containing all information about the services so that facts and data can be quickly checked
D. Complete the transition over a weekend when the number of people using the services will be low

Answer: A

Explanation:
Early Life Support (ELS): ELS involves providing additional support during the initial period after a transition to ensure stability and address any issues promptly.
Comprehensive Coverage: Setting up a short-term function with staff from all involved parties ensures comprehensive coverage and expertise in resolving incidents and problems caused by the transition.
Collaboration: Including staff from various service providers and internal teams fosters collaboration and knowledge sharing, essential for quick problem resolution.
Risk Mitigation: This approach directly addresses the CEO's concerns about risks to services and business activities by ensuring that experienced staff are available to handle issues as they arise.
Service Desk Preparation: While ensuring the service desk is ready to handle increased volumes is important, it alone is insufficient without dedicated resources to address specific transition-related issues.
Data Room: Establishing a data room is beneficial for information access but does not provide the necessary hands-on support required during the transition.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Transition Planning and Support SIAM Professional Body of Knowledge (BoK), Early Life Support Sections

NEW QUESTION # 23
ZYX has decided to create an internal service provider for application development and support This new service provider is formed by merging relevant staff from every ZYX company with the necessary capabilities and skills.
This internal service provider will operate from multiple locations, which enables the provision of year-round
24-hour support.
A capability framework for application development and support is drawn up for the new internal service provider What will the development of the capability framework help to address?

A. Establish a process forum for application development and support
B. Map skill levels for application development and support roles
C. Support effective working between staff in the different locations
D. Understand the boundaries and interactions with other service providers

Answer: B

Explanation:
* Capability Framework:Developing a capability framework for application development and support helps in defining the necessary skills, competencies, and roles required for effective service delivery.
* Skill Mapping:Mapping skill levels for application development and support roles ensures that the internal service provider has the right capabilities in place to meet operational demands and deliver high-quality services.
* Effective Working:While supporting effective working between staff in different locations (Option C) and understanding boundaries and interactions with other service providers (Option D) are important, they are broader objectives that rely on having a well-defined capability framework first.
* Process Forum:Establishing a process forum (Option A) can be a subsequent step, but it is not the primary purpose of a capability framework.
* Strategic Alignment:By mapping skill levels, ZYX ensures that their internal service provider is equipped with the necessary expertise and can effectively support application development and operations across multiple locations.
* Conclusion:The development of a capability framework is most directly aimed at mapping skill levels, which is foundational for ensuring that the new internal service provider can operate effectively.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Capability and Competency Frameworks
* SIAM Professional Body of Knowledge (BoK), Skill Mapping and Role Definition Sections

NEW QUESTION # 24
......

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