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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
- 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?
  
  A : OUTSCO as a hybrid service integrator, acting with the service management function of ZYXS
  
  B : OUTSCO as an external service integrator, providing service integration services to ZYX
  
  C : SIAMRUS as an external service integrator, providing service integration services to ZYX
  
  D : ZYXS as an internal service integrator, transferring their application and support services into ZYXD
  
  Answer: D
Question 3
- 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
Question 4
- ZYX has started the SIAM transition project The project team has recognized that a major factor tosuccess will be managing people through the transition from the current operational model to the future SIAM model. It has been decided to create a dedicated consultation group to formulate the best approach to supporting the staff Who should best be included in the consultation group?
  
  A :
  People with HR expertise, and representatives from across ZYX and the providers with the skills and ability to 'sell the ideas' The group needs to represent multiple functions, and could be supplemented with specialist expertise from external contractors.
  
  B :
  Senior representatives from the management boards of all ZYX organizations and their current service providers should form the consultation group This would ensure fair representation for all parties. They would cascade information to the affected staf
  
  C :
  There is not enough capability to form the group from the existing resources An external organization should be engaged to provide specialists in organizational change management. They would undertake all of the necessary activities throughout the transition.
  
  D :
  ZYXS should be used to form the group as they have well documented processes, job descriptions and skills profiles. Using their expertise to define the future requirements for the SIAM model will enable all staff to understand what will be expected from them
  
  Answer: A
Question 5
- 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

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