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Question 1
- 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?
  
  A : Adopt the SIAM strategy proposed by SIAMRUS for ZYX
  
  B : Adopt the SIAM strategy proposed by SIAMRUS for ZYXUK
  
  C : Design a new SIAM strategy ignoring the report from SIAMRUS
  
  D : Design a new SIAM strategy using the report from SIAMRUS as input
  
  Answer: D
Question 2
- 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?
  
  A : Amount of changes not submitted to the CAT on-time
  
  B : Consistent achievement of high-quality service provider changes
  
  C : Number of normal changes not recorded by the service provider
  
  D : Percentage of approved changes achieving the stated outcomes
  
  Answer: D
Question 3
- 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 : Apply service credits to OUTSCO according to their contract
  
  B : Ask SIAMRUS staff to take over the work of the transition team
  
  C : Ask SIAMRUS staff to take over the work of the transition team
  
  D : Offer OUTSCO a bonus for any service level improvements
  
  Answer: C
Question 4
- The ZYX Board of Directors decided that the proposal from SIAMRUS for ZYXUK was not suitable to be used for the whole of the group, and asked the ZYXS IT Director to lead the creation of a new SIAM strategy. This new SIAM strategy has now been approved by the NEWGEN Executive Steering Board. What is the best approach to ensure that the ZYXUK Management Board supports the implementation of this SIAM Strategy?
  
  A : Delay the implementation of the strategy until the ZYXUK Management Board has formally approved it
  
  B :
  Ensure that each ZYXUK Management Board member is teamed with a member of the strategy team they know
  
  C :
  Ensure that the ZYXUK stakeholders understand how their perspective has been considered within the strategy
  
  D : Provide financial incentives to buy into the strategy for ZYXUK stakeholders who are not yet convinced
  
  Answer: C
Question 5
- 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 :
  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
  
  B :
  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 thescale 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.
  
  C :
  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.
  
  D :
  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
  
  Answer: D

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