The CEO has asked SIAMRUS to assist in the Discovery and Strategy stage. Given this stage, SIAMRUS is not appointed as the service integrator yet. The first task assigned to SIAMRUS is to analyze the current ZYX services and service providers.
OUTSCO has refused to provide any information to SIAMRUS because they are a competitor SIAMRUS still needs information to create a baseline assessment What is the best approach for SIAMRUS to get the necessary information about OUTSCO and its services'?

• A. Ask the ZYXH contract governance team to formally instruct OUTSCO to provide the information
• B. Review the OUTSCO contract and performance reports with the ZYXUK service delivery managers
• C. Rely on the analysis of services and providers included in the report prepared by the CIO
• D. Analyze the current and historic OUTSCO related incidents recorded in the ZYXS service desk tool

ZYX decides to go with SIAMRUS as the service integrator.
The SIAM Project Board has recognized there will be challenges to making the changes required to the attitude and behavior of individuals and the culture of the ZYX companies that are necessary for a successful transition to a SIAM model What is the best approach that should be taken to ensure success with organizational change management (OCM)?

• A. ZYX should commence OCM activities as part of the Plan and Build stage, specifically focusing on weak or missing ADKAR elements This will reduce the nsk of resistance to change and employees reverting to undesired behavior
• B. a ngid governance structure should be enforced from the onset of the transition to the SIAM ecosystem to create awareness and to solve the existing problems with service providers having goals or interests that are in conflict with those of ZYX
• C. As SIAMRUS holds the primary responsibility for OCM on behalf of ZYX, SIAMRUS should actively engage in ADKAR activities from the beginning of the Discovery and Strategy stage. This will avoid organizational uncertainties in the Implementation stage.
• D. ZYX and SIAMRUS should both focus their OCM activities on relationships and interfaces with new and existing service providers from the beginning of the transition in order to ensure a smooth transition of the service providers into the SIAM ecosystem

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. Tell ZYXS. ZYXD and NETSCO that the target is increasing and give them 3 months to make the necessary changes
• D. Send an e-mail from OUTSCO to all service providers that the NEWBNK availability target is going to increase with immediate effect

ZYX has appointed a service integrator in addition to measunng specific service provider service levels, the ZYX Board of Directors also wants information on end-to-end process KPIs based on business outcomes The KPIs that the ZYX Board would like are
-End-to-end availability of services supporting sales activity
-End-to-end resolution time for support requests received from users
-Timeliness of invoice production, distribution and payment
How should the service integrator implement these KPIs?

• A. Review the existing KPIs used by all providers to see which ones can be used as the new KPIs
• B. Engage a team of consultants from SIAMRUS to map the processes and define the calculations required
• C. Request ZYX to produce data definitions and distnbute these to the service providers
• D. Bring the providers together to map the services, and define and agree on the supporting measurements

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?

• A. A service agreement between ZYXH and ZYXD
• B. Well-conceived SIAM strategy
• C. Management of process outcomes instead of activities
• D. Clearly defined roles and responsibilities