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EXIN SIAM Professional Exam Sample Questions (Q48-Q53):

NEW QUESTION # 48
There are many factors that can influence the design of a SIAM model
Which factor will most influence the choice of the SIAM structure for ZYX?

A. Capabilities of the staff working in the ZYX organizations
B. Multiple geographical locations of ZYX companies
C. The report and proposed SIAM strategy from SIAMRUS
D. Willingness of service providers to be part of the SIAM model

Answer: B

Explanation:
Introduction:
* This question is about identifying the factor that will most influence the choice of the SIAM structure for ZYX.
* Different factors can significantly impact the design and implementation of a SIAM model.
Analyzing the Options:
* Option A:
* Focuses on the capabilities of the staff working in ZYX organizations.
* Important for operational effectiveness but not the primary driver for SIAM structure.
* Option B:
* Highlights the multiple geographical locations of ZYX companies.
* Managing services across various locations is crucial for ensuring consistency and integration.

NEW QUESTION # 49
ZYX is initiating their NEWGEN SIAM transition project As part of the early planning, ZYX identifies key activities and milestones that must be included in the project plan.
What would be the best approach for ZYX to take in designing their SIAM governance framework?

A. Establish a working group with representation from all ZYX divisions to review existing policies and practices, then define a framework of policies, standards processes, roles and structural elements
B. Update the responsibilities of the IT Steering Group to include responsibility for ensuring that the SIAM ecosystem is implemented in accordance with defined plans and objectives
C. Define a framework of formally appointed governance boards with clearly documented terms of reference to act as decision making bodies, made up of representatives from all divisions of ZYX
D. Ensure that the future service integrator's contract includes responsibility for establishing a governance framework that describes how the SIAM ecosystem will be managed and operated

Answer: A

Explanation:
Governance Framework Design:
Establishing a comprehensive governance framework is crucial for the success of the SIAM transition project.
Inclusive Working Group:
A working group that includes representation from all ZYX divisions ensures that the governance framework is inclusive and considers the needs and perspectives of all stakeholders.
This collaborative approach fosters buy-in and alignment across the organization.
Review and Define Framework:
The working group should begin by reviewing existing policies and practices to identify areas that need to be aligned with the new SIAM model.
They will then define a framework that includes policies, standards, processes, roles, and structural elements necessary for effective governance.
Benefits:
This method ensures that the governance framework is well-rounded, comprehensive, and tailored to the specific needs of ZYX.
Reference:
SIAM Professional Body of Knowledge (BoK), Chapter on Governance Framework ITIL 4: Direct, Plan and Improve (DPI), Section on Governance

NEW QUESTION # 50
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?

A. Represent the users from all ZYX companies on the project board
B. Highlight resource gaps within the project that need resolution
C. Provide input into the acceptance criteria for toolsets
D. Ensure that the transition project meets the expected benefits

Answer: A

Explanation:
* Role of Senior User Representatives:The senior user role on the project board is crucial for ensuring that the needs and perspectives of end-users are adequately represented during the transition.
* ZYXS as Internal Service Provider:As an internal service provider, ZYXS has a comprehensive understanding of the user requirements and operational contexts within ZYX companies.
* User Representation:ZYXS is best positioned to represent the users from all ZYX companies due to their internal role and existing relationships with the user base. This ensures that user needs are considered in decision-making processes.
* Expected Benefits and Resource Gaps:While ensuring the project meets expected benefits and highlighting resource gaps are important, these are typically responsibilities shared across the project board and not specifically tied to the senior user role.
* Toolset Acceptance Criteria:Providing input into toolset acceptance criteria is a specific task, but it does not encompass the broader responsibility of user representation.
* Conclusion:Representing the users from all ZYX companies on the project board ensures that the transition project aligns with user needs and expectations, promoting successful implementation and user satisfaction.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Roles and Responsibilities
* SIAM Professional Body of Knowledge (BoK), Governance and Senior User Roles Sections

NEW QUESTION # 51
Project NEWGEN was completed against demanding timescales Because of time pressures, ZYX reduced the scope for testing of the end-to-end processes.
- SIAMRUS is the service integrator and also provider of the service desk for the SIAM ecosystem
- ZYXS is the internal service provider for NEWBNK, which is hosted by OUTSCO
- NETSCO provides the wide area network connecting the OUTSCO data center to the banks using NEWBNK.
Since the transition to SIAM, users of NEWBNK have experienced a significant increase in the time taken to fix incidents The ZYX sales team is now experiencing resistance from customers who were expected to migrate to NEWBNK This is affecting the planned rollout of the new application The ZYX sales team has told the customers that the issues were caused by the providers to ZYX not working together, and not the NEWBNK application itself.
What is the best approach for SIAMRUS to improve the situation?

A. Design and implement a program of organizational change management and skills training with each service provider and measure the success of it
B. Use the process forums to mao analyze and improve the end to end processes assigning specific activities to appropriate mdividuals
C. Implement a new customer marketing campaign focusing on the benefits of NEWBNK and stress that the issues are temporary and will be resolved M|
D. Implement Lean systems thinking in each provider to review and optimize the procedures, eliminating waste within the internal activities of the providers

Answer: B

Explanation:
Issue Identification:
Users of NEWBNK are experiencing increased incident resolution times, affecting customer satisfaction and sales.
The problem is attributed to the lack of collaboration among service providers.
Process Forums:
Process forums bring together representatives from all service providers to collaboratively map, analyze, and improve end-to-end processes.
This collaborative approach ensures that all stakeholders have a clear understanding of the processes and their interdependencies.
Mapping and Analysis:
Mapping the processes helps identify bottlenecks, inefficiencies, and areas for improvement.
Analyzing these processes enables the identification of specific issues and the development of targeted solutions.
Assignment of Responsibilities:
Assigning specific activities to appropriate individuals ensures accountability and clarity in process execution.
This structured approach improves coordination and efficiency among the service providers.
Outcome:
Improved process efficiency and collaboration lead to faster incident resolution times and enhanced customer satisfaction.
Reference:
SIAM Professional Body of Knowledge (BoK), Chapter on Process Integration ITIL 4: Create, Deliver and Support (CDS), Section on Value Streams and Processes

NEW QUESTION # 52
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. Understand the boundaries and interactions with other service providers
B. Support effective working between staff in the different locations
C. Map skill levels for application development and support roles
D. Establish a process forum for application development and support

Answer: C

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.
Reference:
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 # 53
......

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