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EXIN SIAMP Exam Syllabus Topics:

Topic	Details
Topic 1	Plan and Build: This section of the exam focuses on defining roles, responsibilities, processes, and technologies for SIAM adoption and deployment.
Topic 2	Discovery and Strategy: In this section, the focus is given to identifying service integration needs and designing the SIAM model.
Topic 3	Run and Improve: In this part, candidates are tested for their ability to operate the SIAM framework. It also covers improving monitoring the performance and making sure that necessary adjustments are made.
Topic 4	SIAM Practices Across the Stages: In this section of the exam, the focus is given to the application of core practices throughout the whole lifecycle.
Topic 5	Implement: In this section, the focus is given to using the SIAM framework in action and establishing governance.

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EXIN SIAM Professional Exam Sample Questions (Q29-Q34):

NEW QUESTION # 29
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. Percentage of approved changes achieving the stated outcomes
B. Consistent achievement of high-quality service provider changes
C. Amount of changes not submitted to the CAT on-time
D. Number of normal changes not recorded by the service provider

Answer: A

Explanation:
* SIAM Principles of Measurement:Metrics in a SIAM environment should focus on outcomes, continuous improvement, and the overall effectiveness of processes across the ecosystem.
* Outcome-Based Measurement:The percentage of approved changes achieving the stated outcomes directly reflects the effectiveness of the change management process. It measures whether changes deliver the intended benefits without adverse effects.
* Comparison of Metrics:
* Amount of changes not submitted to the CAB on-time focuses on process adherence but not on the effectiveness of changes.
* Consistent achievement of high-quality service provider changes is important but needs a more specific metric to quantify quality.
* Number of normal changes not recorded by the service provider indicates compliance issues but not process effectiveness.
* Alignment with SIAM Goals:The chosen metric should align with SIAM's goals of integrated service management and continuous improvement by providing actionable insights into the effectiveness of change management.
* Continuous Improvement:Measuring the percentage of changes achieving the stated outcomes helps identify areas for improvement in the change management process and aligns with SIAM's focus on delivering value through effective service management.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Measurement
* SIAM Professional Body of Knowledge (BoK), Change Management Sections

NEW QUESTION # 30
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. Provide input into the acceptance criteria for toolsets
B. Highlight resource gaps within the project that need resolution
C. Represent the users from all ZYX companies on the project board
D. Ensure that the transition project meets the expected benefits

Answer: C

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 # 31
ZYXS has been chosen as the service integrator. Immediately after implementation an issue has arisen with a high priority incident. OUTSCO and ZYXD are passing the incident between them and are blaming each other for not owning the solution. Meanwhile the incident is approaching its target resolution time and may breach its service level What should ZYXS do first?

A. Request a meeting with the purchasing department to get a definitive contractual view of responsibility
B. Escalate the dispute to a SIAM governance lead in ZYXH who has the authority to make an enforceable decision
C. Call a meeting of the senior representatives of OUTSCO and ZXYD to agree on an approach
D. Convene an immediate meeting with OUTSCO and ZYXD to agree steps to resolve the incident

Answer: A

Explanation:
Urgency of the Situation:
A high-priority incident is close to breaching its service level, necessitating immediate action to resolve the issue and prevent further impact.
Immediate Resolution Steps:
Convening an immediate meeting with OUTSCO and ZYXD allows for direct and prompt communication between the involved parties.
This meeting aims to agree on concrete steps to resolve the incident quickly, focusing on collaboration rather than assigning blame.
Role of the Service Integrator:
As the service integrator, ZYXS is responsible for coordinating the resolution efforts and ensuring that all parties work together effectively.
Facilitating this meeting demonstrates proactive leadership and the ability to manage critical incidents.
Preventing Escalation:
Addressing the issue immediately helps prevent escalation to higher authorities or governance bodies, which can delay resolution and increase tension between providers.
Reference:
SIAM Professional Body of Knowledge (BoK) emphasizes the importance of prompt and effective incident management.
ITIL 4: Create, Deliver and Support (CDS) includes guidelines for managing incidents and ensuring timely resolution.
SIAM Professional Body of Knowledge (BoK), Chapter on Incident Management ITIL 4: Create, Deliver and Support (CDS), Section on Incident Management

NEW QUESTION # 32
One year ago. OUTSCO was appointed as the service integrator for ZYX. ZYXH provides the retained capabilities.
After a year of operating the SIAM model, OUTSCO has noticed that the 99 5% availability service level target for NEWBNK has been consistently overachieved by 0.4% every month.
In order to provide better value to ZYX and to challenge the service providers in their delivery, ZYXH would like to increase the availability target to 99 9% as soon as possible.
What is the best way of doing this?

A. Hold a meeting with ZYXS to discuss the feasibility of the increase and base the decision to change the target on their views
B. Ascertain the cost of the change from ZYXS, ZYXD and NETSCO and base the decision to proceed on a cost-benefit analysis
C. Send an e-mail from OUTSCO to all service providers that the NEWBNK availability target is going to increase with immediate effect
D. Tell ZYXS. ZYXD and NETSCO that the target is increasing and give them 3 months to make the necessary changes

Answer: B

Explanation:
* Service Level Target Adjustment:Increasing the availability target to 99.9% represents a significant change that could impact service delivery and costs.
* Cost-Benefit Analysis:Before making such a change, it's essential to understand the cost implications.
This ensures that the decision is financially viable and aligns with ZYX's value expectations.
* Provider Consultation:Consulting with ZYXS, ZYXD, and NETSCO helps in understanding the feasibility of meeting the new target and the necessary changes in their processes and infrastructure.
* Incremental Changes:A cost-benefit analysis allows ZYX to make an informed decision, balancing improved service levels against the associated costs.
* Provider Meeting:While holding a meeting to discuss feasibility is part of the process, it should be complemented with a thorough cost-benefit analysis to ensure comprehensive decision-making.
* Communication and Timeline:Informing providers via email or dictating changes without consultation can lead to resistance and may not be effective in achieving the desired service level improvements.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Improvement
* SIAM Professional Body of Knowledge (BoK), Service Level Management Sections

NEW QUESTION # 33
-ZYX has selected OUTSCO to be the service integrator, provide hosting for the mainframes and servers, and the wide area network for ZYX - ZYXS will provide the service desk for the SIAM ecosystem.
-All other service providers with rolling contracts will continue to provide their services
-The CIO has asked for the development of a tooling strategy for the SIAM ecosystem.
-The CEO wants to achieve an optimum balance between cost and data integrity.
What tooling strategy should ZYX use?

A. All service providers use the OUTSCO toolset or integrate their own toolset with OUTSCO's toolset
B. All service providers use the ZYXS toolset or integrate their own toolset with the ZYXS toolset.
C. All service providers use their own toolsets and integration will be achieved through re-keying
D. All service providers use the OUTSCO toolset within six months after transitioning to SIAM

Answer: A

Explanation:
* Tooling Strategy Requirements:The tooling strategy must achieve a balance between cost and data integrity, as specified by the CEO.
* Service Integrator's Role:OUTSCO, as the service integrator, has a central role in the SIAM ecosystem. Ensuring that all service providers use the OUTSCO toolset or integrate with it promotes consistency and data integrity.
* Cost-Effective Integration:Integrating with the OUTSCO toolset avoids the high costs associated with re-keying data from disparate toolsets, which can be prone to errors and inconsistencies.
* Unified Toolset Benefits:
* Consistency:Using a common toolset ensures consistent processes and reporting across all service providers.
* Data Integrity:A single toolset minimizes the risk of data loss or corruption during integrations.
* Efficiency:It enhances efficiency in incident, problem, and change management processes.
* Alternative Options:
* Forcing all providers to use the OUTSCO toolset within six months (Option B) may be impractical and disruptive.
* Using the ZYXS toolset (Option C) does not align with the central role of OUTSCO as the service integrator.
* Allowing each provider to use their own toolsets with manual integration (Option D) is costly and risks data integrity issues.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Tooling and Information Management
* SIAM Professional Body of Knowledge (BoK), Toolset Integration Sections

NEW QUESTION # 34
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