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NEW QUESTION # 35
ZYX have decided to use the external service integrator structure The ZYX CEO wants to minimize risks to service availability. In order to avoid reliance on single service providers the CEO wants to use four different providers for hosting There will be one service provider for hosting for each of the following countries
-the UK
-Germany
-the Netherlands
- Australia
To provide resilience every application used by ZYX will be hosted by three different hosting service providers The CEO wants to ensure a rapid introduction of new services and service providers She also wants to ensure that the costs for the service integrator are as low as possible The ZYXH legal team does not want to make the drafting of the contracts more difficult than necessary It is clear that there is a single structure needed for the service integrator contract Which contract structure is the most appropriate for ZYX?
Answer: C
Explanation:
Understanding the Scenario:
* ZYX wants to minimize risks to service availability by using four different providers forhosting in the UK, Germany, the Netherlands, and Australia.
* Each application will be hosted by three different providers to ensure resilience.
* The CEO aims for rapid introduction of new services, low costs for the service integrator, and simplified contract drafting.
Analyzing the Options:
* Option A:Adopting the same structure for all hosting provider contracts might reduce complexity but doesn't address the requirement for a single contract structure.
* Option C:Custom structures for each hosting provider contract would complicate the contract drafting process, going against the legal team's preference.
* Option D:Allowing hosting providers to provide their own structure would lead to inconsistencies and difficulties in managing multiple contracts.
Selecting the Optimal Approach:
* Option B:Adopting a single structure for all hosting provider contracts ensures consistency, simplifies the management process, and aligns with the legal team's requirement to avoid complexity in contract drafting. It also supports rapid service introduction and cost efficiency by streamlining contract management.
Justification:
* A single contract structure facilitates easier management and integration across different providers, which is critical for maintaining service resilience and availability.
* This approach aligns with SIAM principles of consistent and streamlined service integration and management.
NEW QUESTION # 36
ZYX has decided to create an internal service provider for application development and support This new service provider is formed by merging relevant staff from every ZYX company with the necessary capabilities and skills.
This internal service provider will operate from multiple locations, which enables the provision of year-round
24-hour support.
A capability framework for application development and support is drawn up for the new internal service provider What will the development of the capability framework help to address?
Answer: D
Explanation:
* Capability Framework:Developing a capability framework for application development and support helps in defining the necessary skills, competencies, and roles required for effective service delivery.
* Skill Mapping:Mapping skill levels for application development and support roles ensures that the internal service provider has the right capabilities in place to meet operational demands and deliver high-quality services.
* Effective Working:While supporting effective working between staff in different locations (Option C) and understanding boundaries and interactions with other service providers (Option D) are important, they are broader objectives that rely on having a well-defined capability framework first.
* Process Forum:Establishing a process forum (Option A) can be a subsequent step, but it is not the primary purpose of a capability framework.
* Strategic Alignment:By mapping skill levels, ZYX ensures that their internal service provider is equipped with the necessary expertise and can effectively support application development and operations across multiple locations.
* Conclusion:The development of a capability framework is most directly aimed at mapping skill levels, which is foundational for ensuring that the new internal service provider can operate effectively.
References:
* SIAM Foundation Body of Knowledge (BoK), Chapter on Capability and Competency Frameworks
* SIAM Professional Body of Knowledge (BoK), Skill Mapping and Role Definition Sections
NEW QUESTION # 37
The SIAM model in ZYX has been successfully implemented and operational for 6 months All service providers have signed up to multi-party service level agreements and a detailed collaboration agreement. All providers are either using or interfacing with the common ITSM tool.
NETSCO is providing all LAN and WAN services across the group Although NETSCO is consistently achieving all of its service levels and attends all necessary meetings. NETSCO is not contributing to the overall relationship with the other service providers.
The service integrator wishes to address this problem with NETSCO
What action should the service integrator take?
Answer: D
Explanation:
Context Understanding: NETSCO is meeting its service levels but not engaging collaboratively with other service providers. This lack of engagement can impact the overall effectiveness of the SIAM model, which relies on collaborative effort and shared goals.
Cultural Engagement Importance: SIAM emphasizes not just meeting service levels but also fostering a collaborative culture among service providers. This helps in creating a cohesive and integrated service environment.
Initial Steps: Doing nothing immediately may allow the problem to persist and worsen, as cultural engagement is critical from the start.
Direct Discussion: Holding a meeting with NETSCO provides a direct approach to understand their perspective, identify reasons for their lack of engagement, and reinforce the importance of cultural elements outlined in the collaboration agreement.
Service Provider Forum: While reinforcing the need for positive cultural engagement in a service provider forum can help, it may not address specific issues with NETSCO effectively.
Contractual Compliance: Even though NETSCO is meeting contractual service levels, the service integrator has a role in ensuring that all aspects of the agreement, including cultural engagement, are fulfilled.
Reference:
SIAM Foundation Body of Knowledge (BoK), Chapter on Collaboration and Cooperation SIAM Professional Body of Knowledge (BoK), Governance and Cultural Integration Sections
NEW QUESTION # 38
The transition to SIAM was completed 12 months ago using a big bang approach. ZYXS is the service integrator The ZYX Board of Directors set a strategic vision for SIAM to gam control over changes to all IT services within 2 years This is not being achieved and there are issues with the performance of several service providers.
Who should be in the service review board?
Answer: A
Explanation:
* Service Review Board (SRB) Role:
* The SRB is responsible for overseeing service performance, managing issues, and driving continuous improvement across the service ecosystem.
* Key Members:
* The ZYXS IT Director, as chair, provides leadership and accountability for the overall service integration and management.
* Senior representatives from each service provider ensure that there is direct communication and accountability from all parties involved in service delivery.
* Rationale:
* Having the IT Director chair the SRB ensures alignment with organizational goals and strategies.
* Including senior representatives from each service provider ensures that all service partners are actively engaged in performance discussions and improvement initiatives.
* Impact on Performance:
* This composition fosters collaboration, ensures transparency, and enhances accountability, addressing the issues with service provider performance.
References:
* SIAM Professional Body of Knowledge (BoK), Chapter on Governance
* ITIL 4: Drive Stakeholder Value (DSV), Section on Stakeholder Management
NEW QUESTION # 39
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 # 40
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