SIAMF Online Practice Questions and Answers

What is the challenge of a legacy contract not being fit for purpose?

A. aligning contractual requirements with the new SIAM model

B. balancing the level of control against expected benefits

C. the customer does not get what they expect

D. understanding the expected benefits and costs

What is a disadvantage of the hybrid service integrator structure?

A. The customer can inadvertently develop a long term dependency on the service integration partner.

B. The customer can revert to an internally sourced solution if the service integration partner fails to live up to expectations.

C. The high level of dependency on the service integrator adds risks to continuity.

D. The service integrator might be perceived to be biased, even if this is not the case.

What is a benefit of adopting SIAM for an organization?

A. SIAM enables effective contracts between the service integrator and the service providers.

B. SIAM makes service providers accountable for the end-to-end delivery of services.

C. SIAM provides a single point of control for the integrated delivery of services.

D. SIAM provides service providers with a tool to support their internal processes.

A service provider wants to deploy a change that will affect the end-to-end service. Who is responsible for confirming that the change has been evaluated for risk?

A. change management forum

B. integrated change advisory board

C. service owner

D. service provider

What is an activity of the Discovery and Strategy Stage of the SIAM roadmap?

A. appoint the service integrator

B. produce the outline business case

C. ongoing organizational change management

D. operate governance structures

What is one of the activities of the Plan and Build Stage of the SIAM roadmap?

A. design the detailed SIAM model

B. ongoing organizational change management

C. produce the outline business case

D. transition to the approved SIAM model

What is an example of an end-to-end service measurement?

A. average availability of an application

B. average call pickup time at the service desk (in seconds)

C. percentage of service downtime related to failed changes

D. percentage of SLA targets met by one of the external service providers

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

A customer organization has an internally sourced service integrator.

What is a responsibility of the customer organization's retained capabilities?

A. defining the roadmap for technology, data, and applications

B. managing end-to-end performance of the service providers

C. performing day to day management of service provision

D. providing service communications

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

When an incident occurs, what approach should a service provider adopt in order to overcome the challenges of cross-functional teams?

A. argue first, fix later

B. fix first, argue later

C. Ishikawa approach

D. Root-cause analysis

In which SIAM roadmap stage are roles and responsibilities allocated?

A. Discovery and Strategy

B. Implement

C. Plan and Build

D. Run and Improve

The service desk for a particular SIAM ecosystem is provided by an internal service provider. Who is responsible for managing the performance of the service desk against their service targets?

A. customer organization

B. internal service provider

C. retained capabilities

D. service integrator

What is an objective of the Discovery and Strategy stage of the SIAM roadmap?

A. appoint the service integrator and provider

B. establish a governance framework

C. manage day to day service delivery D. manage processes, teams, and tools

Which process manages escalations regarding the performance of a service provider?

A. business relationship management

B. incident management

C. service level management

D. supplier management