ZYX has implemented a SIAM structure, appointing SIAMRUS as the service integrator.

The SIAM strategy is to consolidate to a smaller number of service providers over time as existing contracts expire Until then. ZYX wants all current service providers to be part of the SIAM ecosystem.

What should ZYX do?

The ZYXS IT Director has proposed to the CIO that ZYXS should be the service integrator in the new SIAM model. The CIO wants to validate if the necessary capabilities exist in ZYXS. The CIO has asked SIAMRUS to perform the assessment.

What is the first activity that SIAMRUS should carry out?

ZYX has started the SIAM transition project The project team has recognized that a major factor to success will be managing people through the transition from the current operational model to the future SIAM model. It has been decided to create a dedicated consultation group to formulate the best approach to supporting the staff

Who should best be included in the consultation group?

The SIAM Project Board has decided that the service integrator will be external. The external service integrator has been charged with establishing the governance framework to monitor and measure performance of the ZYX SIAM ecosystem

What will contribute most to the complexity of the governance framework??

-ZYX has selected OUTSCO to be the service integrator, provide hosting for the mainframes and servers, and the wide area network for ZYX - ZYXS will provide the service desk for the SIAM ecosystem.

-All other service providers with rolling contracts will continue to provide their services

-The CIO has asked for the development of a tooling strategy for the SIAM ecosystem.

-The CEO wants to achieve an optimum balance between cost and data integrity.

What tooling strategy should ZYX use?

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)?

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?

There are many factors that can influence the design of a SIAM model

Which factor will most influence the choice of the SIAM structure for ZYX?

The CEO of ZYX has commissioned SIAMRUS to assess the readiness of ZYX to adopt SIAM. She knows that in order to get approval for the SIAM business case from the Board of Directors, she will have to be able to demonstrate that SIAM will make a significant contribution to the corporate strategic objectives. There is no appetite from the Board for ZYX to use any ZYX staff to provide the service integration capability

Which ZYX strategic objective can SIAM contribute to most for ZYX?

Project NEWGEN was completed against demanding timescales Because of time pressures, ZYX reduced the scope for testing of the end-to-end processes.

-SIAMRUS is the service integrator and also provider of the service desk for the SIAM ecosystem

-ZYXS is the internal service provider for NEWBNK, which is hosted by OUTSCO

-NETSCO provides the wide area network connecting the OUTSCO data center to the banks using NEWBNK.

Since the transition to SIAM, users of NEWBNK have experienced a significant increase in the time taken to fix incidents The ZYX sales team is now experiencing resistance from customers who were expected to migrate to NEWBNK This is affecting the planned rollout of the new application The ZYX sales team has told the customers that the issues were caused by the providers to ZYX not working together, and not the NEWBNK application itself.

What is the best approach for SIAMRUS to improve the situation?

The outline SIAM model has been determined.

-ZYXS will be the service integrator

-The development teams from ZYXS and ZYXUK will merge to provide application development and support services

-OUTSCO will provide a centralized service desk the wide area network and local area networks

-ZYXD will provide hosting services

-MAILSCO will provide e-mail services

-MOBSCO will provide desktop support for all users

The strategy is to transfer the current services to these named service providers as the legacy contracts expire The CIO wants to ensure that the tooling strategy supports the corporate strategy

What would be the most appropriate tooling strategy*?

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?

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?

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?

ZYXS has been selected as the service integrator. The ZYXS Service Management and Service Desk Lead is the process owner of the change management process. Service providers are allowed to develop their own procedures. The IT Director has asked for a metric for the change management process that aligns with the SIAM principles of measurement

Which is the best metric?

OUTSCO is in the final 12 months of their contract with ZYXUK, but they would like to be part of the new SIAM model. However, the quality and performance of services ZYXUK receives from OUTSCO is decreasing

In the new SIAM model, service credits will apply to all service providers ZYXUK has never applied service credits to OUTSCO before

What is the best way to increase the performance of OUTSCO?