What generally results from a lack of trust between the customer organization and the service integrator?
A. customer organization access to data may be reduced
B. duplication of roles and activities and micro-management
C. reduction in the successful deployment of service patches and releases
D. SIAM transition measures of success are not understood
What is a characteristic of the layers in a SIAM ecosystem?
A. The service integrator is independent from the retained capabilities, even if it is internally sourced.
B. The service integrator layer cannot be provided by the customer organization.
C. The service providers cannot be part of the customer organization.
D. The service provider layer is where end-to-end service governance, assurance and coordination is performed.
Within SIAM, what does not support effective management of cross-functional teams?
A. clear goals and objectives
B. knowledge, data and information
C. roles and responsibilities
D. world class toolset
What is the objective of the Implement stage of the SIAM roadmap?
A. complete the design of the SIAM model, including the services that are in scope
B. define the strategy and outline the model for SIAM and the services in scope
C. manage day to day service delivery, processes, teams and tools
D. manage the transition of the previous ecosystem from the current state to the desired state
What is an activity of the Plan and Build stage of the SIAM roadmap?
A. appoint service providers
B. define the strategic objectives
C. performance management and improvement
D. selecting the implementation approach
It is important to consider culture in any transition SIAM.
What is a challenge related to a culture of collaboration and cooperation?
A. agreeing a standard approach for prioritizing incidents
B. designing a common template for reporting
C. ensuring that service targets for each service provider are the same
D. service providers bypassing the service integrator
What is the earliest stage of the SIAM roadmap in which gaps between process activities need to be identified and addressed?
A. Discovery and Strategy
B. Implement
C. Plan and Build
D. Run and Improve
The development of an integrated process model is a critical part in the success of a SIAM implementation. What approach should a service provider take when developing their process model for the SIAM implementation?
A. adapt and augment their own processes
B. use existing processes
C. use the customer organization's processes
D. use the service integrator's processes
What can an organization use to address the challenge of measuring the success of SIAM?
A. a governance model
B. a performance management and reporting framework
C. a process model
D. structural elements
Which processes are strongly related to event management?
A. business relationship management, change and release management, and incident management
B. monitoring and measuring, incident management, and availability management
C. portfolio management, business relationship management, and problem management
D. problem management, change and release management, and monitoring and measuring
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