Exin SIAMP Quiz 1 Topic 5 Questions 1-5

Question: 1

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?

AEnsure that the transition project meets the expected benefits

BHighlight resource gaps within the project that need resolution

CProvide input into the acceptance criteria for toolsets

DRepresent the users from all ZYX companies on the project board

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Question: 2

Previously, there was no common set of performance targets and metrics used across all ZYX companies ZYXH Contract Governance is concerned about this. They would like to see metrics that drive improvement once the transition has been made to a SIAM model.

ZYXS provide a range of services to some ZYX companies The ZYX IT steering group meets every 4 months chaired by the ZYXS IT Director It is attended by representatives from each ZYX company SIAMRUS provided a report for ZYXUK. This included a set of metrics that SIAMRUS have used before with other organizations. ZYXS has been selected to be the internal service integrator in the new SIAM model The ZYXS IT director has provided a set of metrics from an organization that she previously worked for

What is the best way for ZYX to ensure effective metrics are in place to improve services?

AAt the next IT steering group meeting, agree on a common set of metrics that all service providers must use.

BProceed with the set of metrics that SIAMRUS has previously used with other service providers

CRun a pilot with metrics from the ZYXS IT director, involving ZYXS and all service providers

DTake the set of metrics currently used by ZYXS and apply them across all service providers

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Question: 3

The CEO of ZYX has commissioned SIAMRUS to assess the readiness of ZYX to adopt SIAM. She knows that in order to get approval for the SIAM business case from the Board of Directors, she will have to be able to demonstrate that SIAM will make a significant contribution to the corporate strategic objectives. There is no appetite from the Board for ZYX to use any ZYX staff to provide the service integration capability

Which ZYX strategic objective can SIAM contribute to most for ZYX?

AControl headcount

BEnsure delivery against contracts

Cinvest in their people

DRetain existing business

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Question: 4

ZYXS has been appointed as the service integrator ZYXH will provide the retained capabilities The CEO has asked the ZYXS IT Director to prepare a governance approach for monitoring and measuring service performance that will support the achievement of the strategic objective to ensure delivery against contracts.

What is the best approach?

AZYXH will monitor the individual service providers with whom they have retained legal contracts and report the findings to ZYXS ZYXS will then integrate this with data gathered from its own contracted service providers to produce an end-to-end report

BZYXH will review the performance of each delivered service in order to determine whether service levels have been achieved ZYXS will monitor its own performance, collect findings from the service providers, and collate these in a summary report to ZYXH

CZYXS will assure delivery of the end to end service ZYXH will monitor the performance of ZYXS and overall achievement of the expected outcomes This includes ZYXH measuring the realization of benefits expected from the transition to SIAM

DZYXS will monitor and measure each individual service provider for fulfilment of contractual targets. Based on reports from ZYXS. ZYXH will assume responsibility for monitoring the implementation of any improvements with the individual service providers

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Question: 5

The corporate strategy of ZYX contains these objectives:

- Ensure delivery against contracts

- Invest in and tram all ZYX staff

- Reduce operating costs

- Be ready to adapt to change

The ZYX strategy requires that the costs of the service integrator should be as low as possible, and that service levels and high-quality services should be achieved at all times. The CEO wants the new SIAM model to be in place as soon as possible

OUTSCO is a global provider of a range of services, including service integration They have a good reputation as a flexible and reliable service integrator who is willing to amend their SIAM model. They are in the last year of a 10-year contract to provide outsourced services to ZYXUK. Over the last two years the performance and quality of their services has decreased

SIAMRUS is a global provider of service integration services in the manufacturing sector They use a standardized SIAM model with limited flexibility SIAMRUS recently created an outline SIAM strategy for ZYXUK: proposing that they should be the service integrator.

ZYXS is experienced in the service management of corporate services including managing the delivery of service providers The ZYXS IT Director used to be a senior service manager in a small service integration company The ZYXS office location is almost at capacity with no possibility of expansion ZYXS are the developers of NEWBNK, which is strategic to the future of ZYX

The CEO wants to retain as many of the existing service providers as possible

Which is the most appropriate structure and sourcing approach for choosing the service integrator for ZYX?

AOUTSCO as a hybrid service integrator, acting with the service management function of ZYXS

BOUTSCO as an external service integrator, providing service integration services to ZYX

CSIAMRUS as an external service integrator, providing service integration services to ZYX

DZYXS as an internal service integrator, transferring their application and support services into ZYXD

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Exin SIAMP Quiz:1 Topic:5 Questions:1-5