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NEW QUESTION # 28
ZYX has experienced a failure in their finance system leading to the delay of an invoicing run, a resulting temporary cash flow problem, and a breach of the service level for the end-to-end service.
Investigations show that this was caused by a change implemented by NETSCO A change request had been raised but not yet authorized As the NETSCO engineer thought it was urgent, they implemented the change without following the appropriate change processes to obtain authorization.
What is the most appropriate course of action the service integrator should take?
Answer: D
Explanation:
Incident Analysis: The failure in the finance system was caused by an unauthorized change implemented by a NETSCO engineer. This indicates a gap in the emergency change management process.
Service Improvement: Creating a service improvement initiative focused on the treatment of emergency changes addresses the root cause of the issue and prevents future occurrences.
Process Enhancement: This initiative should involve reviewing and strengthening the emergency change management process, including clear guidelines, authorization procedures, and training for engineers.
Alternative Actions:
Imposing service credits (Option B) addresses the symptom (service level failure) but not the underlying process issue.
Informing NETSCO management (Option C) alone is insufficient to drive systemic change.
Introducing a service level target on unauthorized changes (Option D) adds a monitoring mechanism but does not directly improve the change management process.
Conclusion: The most appropriate course of action is to create a service improvement initiative for emergency changes. This proactive approach enhances the overall change management process and reduces the risk of similar issues in the future.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Change Management
SIAM Professional Body of Knowledge (BoK), Service Improvement and Emergency Change Management Sections
NEW QUESTION # 29
ZYX has experienced a failure in their finance system leading to the delay of an invoicing run, a resulting temporary cash flow problem, and a breach of the service level for the end-to-end service.
Investigations show that this was caused by a change implemented by NETSCO A change request had been raised but not yet authorized As the NETSCO engineer thought it was urgent, they implemented the change without following the appropriate change processes to obtain authorization.
What is the most appropriate course of action the service integrator should take?
Answer: D
Explanation:
* Incident Analysis:The failure in the finance system was caused by an unauthorized change implemented by a NETSCO engineer. This indicates a gap in the emergency change management process.
* Service Improvement:Creating a service improvement initiative focused on the treatment of emergency changes addresses the root cause of the issue and prevents future occurrences.
* Process Enhancement:This initiative should involve reviewing and strengthening the emergency change management process, including clear guidelines, authorization procedures, and training for engineers.
* Alternative Actions:
* Imposing service credits (Option B) addresses the symptom (service level failure) but not the underlying process issue.
* Informing NETSCO management (Option C) alone is insufficient to drive systemic change.
* Introducing a service level target on unauthorized changes (Option D) adds a monitoring mechanism but does not directly improve the change management process.
* Conclusion:The most appropriate course of action is to create a service improvement initiative for emergency changes. This proactive approach enhances the overall change management process and reduces the risk of similar issues in the future.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Change Management
* SIAM Professional Body of Knowledge (BoK), Service Improvement and Emergency Change Management Sections
NEW QUESTION # 30
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?
Answer: A
NEW QUESTION # 31
ZYXS has been selected as the service integrator. They will also provide some hosted application services, using ZYXD as a subcontractor. ZYXS will also provide a central service desk for the SIAM ecosystem.
Considering ZYXS, which factor is most critical to the success of SIAM?
Answer: D
Explanation:
Critical Success Factors in SIAM:
Clear roles and responsibilities are essential to the success of SIAM because they ensure that all parties understand their specific duties and expectations.
This clarity helps prevent overlaps, gaps, and conflicts, leading to smoother operations and more effective service integration.
Roles and Responsibilities:
Clearly defined roles and responsibilities within ZYXS will facilitate coordination between ZYXS, ZYXD, and other service providers.
This definition includes understanding the responsibilities of ZYXS as the service integrator, ZYXD as a subcontractor, and other providers contributing to the SIAM ecosystem.
Impact on Service Integration:
Without clearly defined roles, there can be confusion, miscommunication, and inefficiencies, which can hinder the overall success of the SIAM implementation.
Properly outlined roles ensure accountability and help in the seamless integration and management of services across the ecosystem.
Supporting Reference:
SIAM Professional Body of Knowledge (BoK) emphasizes the importance of defining roles and responsibilities as a foundational element for successful service integration.
ITIL 4: Create, Deliver and Support (CDS) also highlights the necessity of role clarity in achieving effective service management.
Reference:
SIAM Professional Body of Knowledge (BoK), Chapter on Roles and Responsibilities ITIL 4: Create, Deliver and Support (CDS), Section on Organizational Structures
NEW QUESTION # 32
The SIAM Project Board has decided that a big bang implementation approach is unsuitable for ZYX What is the most likely reason for this decision?
Answer: C
Explanation:
Understanding Big Bang Implementation: A big bang implementation approach involves transitioning all service elements simultaneously. This method is swift but high-risk, particularly when dealing with multiple service providers.
Contractual Considerations: Different service providers often have contracts ending at various times. Aligning all these to terminate simultaneously for a big bang approach is challenging and impractical. This mismatch in termination periods means that transitioning all services at once would likely lead to contract breaches, penalties, or service disruption.
Agile Methods Applicability: Agile methods focus on iterative and incremental delivery rather than a single, all-encompassing change. Although Agile could be challenging in a big bang approach, it's not the primary reason for ZYX's decision.
Service Level Maintenance: Maintaining consistent service levels is critical during any transition. A phased approach ensures better control and less disruption, ensuring continuous service delivery.
Strategic Alignment: Although the preferences of directors and external suggestions (like from SIAMRUS) influence decisions, they are not the fundamental reasons behind avoiding a big bang approach.
Conclusion: The core issue lies in the contractual termination periods, making a phased implementation more feasible and less risky.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Implementation Approaches SIAM Professional Body of Knowledge (BoK), Contract Management Sections
NEW QUESTION # 33
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