SIAM Question Bank

1. 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.

2. What is an objective of the Discovery and Strategy stage of the SIAM roadmap?
A. complete the design of the SIAM model
B. establish the SIAM transition project
C. put in place and in use the new SIAM model
D. obtain full approval of the SIAM model

3. Which practice provides a way to structure data and information from service measurement, to
support the practice for enabling and reporting on end to end services?
A. apply agile thinking
B. create a reporting framework
C. use qualitative and quantitative measures

4. What is a mitigation for the risk of ineffective data segregation?

A. designing and implementing end to end security management
B. documenting the expected benefits
C. implementing clear policies for data, tooling and processes
D. regularly reviewing reports to confirm they are still fit for purpose

5. Which process records and manages service issues that are interrupting the availability of a
service?
A. change management
B. incident management
C. problem management
D. request fulfillment

6. What driver is related to service satisfaction?

A. a corporate governance requirement, for instance a new act
B. prevention of duplication of resources and activities across multiple service providers
C. the reduction of Shadow IT
D. the pace with which changes are made to meet business requirements

7. 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
8. 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

9. In which stage of the SIAM roadmap should an organization start to create their business case for
SIAM?
A. Discovery and Strategy
B. Implement
C. Plan and Build
D. Run and Improve

10. 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.

11. 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 modelo
12. 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

13. 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

14. How can ISO/IEC 20000 be used during the execution of a SIAM roadmap?
A. An ISO/IEC 20000 certified service management system can be used as the SIAM model.
B. ISO/IEC 20000 can be useful when creating a collaborative culture for SIAM ecosystems.
C. ISO/IEC 20000 can be useful when evaluating potential service providers for a SIAM
ecosystem.
D. ISO/IEC 20000 can provide an independent assessment of capabilities in service integration.

15. What risk is associated with an unclear definition of the level of control and ownership?
A. an increase in the workload of the service integrator
B. the costs of the transition to SIAM are understated
C. the service integrator might not have enough strategic direction to carry out its role
D. the service providers have targets that do not align with end to end service requirements
16. Which stage of the SIAM roadmap has the outline SIAM model as an output?
A. Discovery and Strategy
B. Implementation
C. Plan and Build
D. Run and Improve

17. 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

18. 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.

19. One SIAM consideration is that there should be a clear definition for when remedies can be
applied.
For which process is this a SIAM consideration?
A. change and release management
B. incident management
C. service level management
D. supplier management

20. 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

21. What is an activity of the Run and Improve stage of the SIAM roadmap?
A. approve the full business case
B. introduce service providers
C. operate governance structures
D. understand the marketplace

22. 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
23. What is a practice associated with creating a tooling strategy?
A. ease of adding and removing business requirements
B. ease of adding and removing data dictionaries
C. ease of adding and removing service providers
D. ease of adding and removing SLA’s

24. Which process evaluates and negotiates proposals from prospective service providers?
A. contract management
B. financial management
C. service level management
D. supplier management

25. In the SIAM structure that uses a lead supplier as the service integrator, who has the contractual
relationship with the external service providers?
A. customer organization
B. lead supplier
C. prime vendor
D. service integrator

26. A customer has implemented ISO/IEC 20000. Their retained capabilities routinely check every
report provided by their internal service integrator.
Why do they do this?
A. the customer has to comply with the control requirements of ISO/IEC 20000
B. the retained capabilities do not trust the service integrator
C. the service integrator and the retained capabilities use different toolsets
D. the service integrator and the service providers use different toolsets

27. 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

28. Which process ensures that service performance meets agreed requirements?
A. change management
B. incident management
C. project management
D. service level management

29. 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

30. What can an organization use to address the challenge of g the success of SIAM?
 A. a governance model
B. a performance management and reporting framework
C. a process model
D. structural elements

31. 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

32. Which practice for Enabling and Reporting on End to End Services can help to determine the
optimum amount of information in reports?
A. apply agile thinking
B. create a reporting framework
C. make reports visual

33. What is the focus of the customer organization layer?

A. Delivery
B. Integration
C. Operation
D. Strategy

34. Which COBIT component can be particularly useful when defining specific controls for a
governance model?
A. control objectives
B. framework
C. management guidelines
D. process descriptions

35. 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 organisation’s processes
D. use the service integrator's processes

36. 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

37. It is important to consider culture in any transition to 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

38. In which SIAM roadmap stage are roles and responsibilities allocated?
A. Discovery and Strategy
B. Implement
C. Plan and Build
D. Run and Improve

39. Which set of common process s includes understanding how compliance and assurance will be
managed?
A. Complexity
B. data and information
C. ownership of the end to end process
D. toolset

40. What is an objective of the Run and Improve stage of the SIAM roadmap?
A. design processes
B. implement processes
C. manage processes
1
Service providers can be categorized to help define their importance to the customer organization
and the approach to governing and assuring their services.
There are three common categories of service provider in a SIAM ecosystem:
 strategic service provider
 tactical service provider
 commodity service provider
To which category or categories can SIAM be applied?
A) strategic only
B) strategic and tactical only
C) tactical and commodity only
D) strategic, tactical and commodity

2
In which stage of the SIAM roadmap should the service integrator be appointed?
A) Discovery and Strategy
B) Implement
C) Plan and Build
D) Run and Improve

3
Which practice for Enabling and Reporting on End to End Services can help to determine the
optimum amount of information in reports?
A) apply agile thinking
B) create a reporting framework
C) make reports visual

4
During which stage of the SIAM roadmap should the customer organization define the security related
roles on a detailed level?
A) Discovery and Strategy
B) Implement
C) Plan and Build
D) Run and Improve

5
Which process is responsible for restoring a service that has been degraded or interrupted?
A) incident management
B) event management
C) measuring and monitoring
D) problem management

6
The business case for the transition to SIAM should include the drivers that apply to the organization,
drawn from the five SIAM driver groups.
What is a valid driver group?
A) delivery silos
B) external sourcing
C) service satisfaction
D) watermelon effect

7
There are different approaches for the implementation of SIAM.
What would be a reason to choose a phased implementation approach?
A) Existing contracts and providers are not ready to transition to the SIAM model.
B) It reduces the complexity of managing end-to-end services during the transition.
C) It reduces the time and resources needed to transition to the SIAM model.
D) The old and new service providers can work side-by-side.

8
What is a typical responsibility of the customer organization?
A) assure service provider performance and service delivery
B) develop and assure a core set of policies, standards, procedures and guidelines
C) integrate internal service management processes with the end to end service management processes
D) manage operational supply and demand for services and capacity

9
What is a driver group that should be included in the business case?
A) outsourcing drivers
B) service and outsourcing contracts
C) service satisfaction
D) type of service organization

10
What is a reason for an organization to adopt SIAM?
A) SIAM implements a single tool across all service providers.
B) SIAM provides a single external service provider accountable for the delivery of services.
C) SIAM provides assurance of the performance of individual service providers and the end-to-
end service.
D) SIAM provides prescriptive processes that will be implemented by all service providers.

11
What is one of the main objectives of the Plan and Build stage of the SIAM roadmap?
A) to complete the design of the SIAM model
B) to determine what is to be retained
C) to manage the day-to-day service delivery
D) to transition to the approved SIAM model

12
In SIAM it is important that processes across different service providers are integrated to deliver endto-
end value.
What should be focused on, in order to establish this?
A) process activities
B) process outcomes
C) process reporting
D) process tools

13
A customer wants to improve the probability of success for a technical refresh of technology that
involves coordinating the activities of several service providers.
Which process can best help with this?
A) business relationship management
B) problem management
C) project management
D) supplier management

14
Who is accountable for defining strategy and outcomes for a SIAM ecosystem?
A) customer organization
B) service integrator
C) service providers
D) shared between the customer and the service integrator

15
During what stage of the SIAM roadmap should the customer organization first consider how it will
balance the level of control it wants to have or delegate to the service integrator?
A) Discovery and Strategy
B) Implement
C) Plan and Build
D) Run and Improve

16
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

17
Which challenge is related to integrating processes across service providers?
A) Service providers are not rewarded for assisting other providers with their process.
B) Service providers do not share process details.
C) There is limited accredited staff within the service provider.
D) There is a poor relationship between the customer and service integrator.

18
A customer has defined their SIAM model. They want to retain control of the SIAM ecosystem and
already possess some of the key SIAM skills. However there are still capabilities and skills missing
with current staff and the customer is not intending to acquire these in the short term.
Which SIAM structure would be most appropriate for this customer?
A) externally sourced
B) hybrid
C) internally sourced
D) lead supplier

19
Which other 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

20
What is a typical accountability of the service integrator?
A) contract management
B) delivery of one or more services, or service elements, to the customer
C) end to end service reporting
D) policy and standards management

21
Service providers must be encouraged to collaborate rather than protect their own interest.
What is a good practice for creating a reward system for this?
A) do not reward internal teams, since only external teams need a reward
B) focus on strict adherence to contractual performance and reward ‘over-delivery’
C) reward the behavior and do not just reward the results
D) use equal amounts of reward and punishment (‘stick and carrot’)

22
What stages of the SIAM roadmap will likely be affected by the commercial challenges?
A) Discovery and Strategy, and Plan and Build
B) Discovery and Strategy, Implement, Plan and Build, and Run and Improve
C) Plan and Build, and Implement
D) Plan and Build, Implement, and Run and Improve

23
What is the most important consideration when creating a tooling strategy?
A) that the data within the toolset is encrypted by the AES 256 algorithm
B) the response time of all tools in the SIAM solution
C) whether the tool vendor has local technical support resources
D) who owns the data within the toolset

24
Which SIAM process is responsible for providing insight and maintaining information on all planned,
current and retired services?
A) configuration management
B) event management
C) financial management
D) portfolio management

25
A customer is looking to select a SIAM structure. They have no resources in-house with service
integration capabilities, and do not have the appetite to build such a team. They want clear
delineation of responsibilities between the service providers and the service integrator.
Which SIAM structure should they select?
A) externally sourced, because this will provide a separation of concerns
B) hybrid, because this will provide a clear delineation of responsibilities
C) internally sourced, because it allows the customer control over the service integrator and the various
providers
D) lead supplier, to reward the best performing service provider to also take on the service integrator
role

26
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

27
What is an example of a cross-functional team within a SIAM model?
A) the auditors
B) the major incident working group
C) the network management team
D) the service desk

28
A cyber security services company provides 24x7x365 network cyber security services to the banking
industry.
Which process should this company adopt to protect the integrity of their live cyber security services
environment?
A) change and release management
B) monitoring and measuring
C) problem management
D) project management

29
What links the SIAM functions with the SIAM practices, processes, and roles?
A) service integrator
B) service provider layer
C) SIAM contracts
D) structural elements

30
In which stage of the SIAM roadmap is the customer most likely to discover that they are unable to
ringre whether SIAM is delivering value?
A) Discovery and Strategy
B) Implement
C) Plan and Build
D) Run and Improve

31
In the Implement stage of the SIAM roadmap there is an activity where service providers that are not
part of the SIAM model are removed.
What is this activity called?
A) ongoing organizational change management
B) plan for service provider and service retirement
C) selecting the implementation approach
D) transition to the approved SIAM model

32
There are a number of challenges related to mapping an end to end service architecture.
What process could best assist in this activity?
A) change management
B) configuration management
C) event management
D) incident management

33
In which layer of a SIAM ecosystem is the end-to-end service management performed?
A) customer organization
B) retained capabilities
C) service integrator
D) service provider

34
An important DevOps concept isemental deployment of new functionality, followed by user
feedback before the next increment.
In a SIAM ecosystem, what should be put in place specifically to support this DevOps concept?
A) automated test suites for the end to end service
B) integrated change advisory board
C) removal of waste from the process
D) trust the service providers and empower them to deliver their services without interference

35
Why is it important to establish and agree processes in SIAM?
A) to ensure that all service providers execute each process and activity in exactly the same way
B) to ensure that SIAM, since it is a process, operates effectively
C) to ensure that responsibilities, interfaces, and dependencies of all parties are defined and
understood
D) to support the service providers in changing their technology to align with the service integrator

36
Why is it important to understand the marketplace in the Discovery and Strategy stage of the SIAM
roadmap?
A) to make sure there is enough demand from customers for SIAM
B) to understand the current maturity and capability of the customer’s organization
C) to understand the existence and capabilities of potential external service providers
D) to understand the existence and capabilities of potential internal service providers

37
A service integrator has referred an incident to two competing service providers, and has asked them
to investigate.
What should each service provider do?
A) make a complaint to the customer
B) pass the incident back to the service integrator
C) review their contractual obligations
D) work together on the incident investigation

38
Within the SIAM ecosystem, there are a number of generic roles that will attend working groups and
forums.
Which generic role is responsible for forecasting service demand and business requirements?
A) process manager
B) process owner
C) service manager
D) service owner

39
Which process includes a consideration to clearly identify all services, service providers,
dependencies, and relationships between services?
A) change and release management
B) monitoring and measuring
C) project management
D) service portfolio management

40
What is the main output from the Implement stage of the SIAM roadmap?
A) an established SIAM transition project
B) performance management of external service providers
C) the approved SIAM business case
D) the new SIAM model in place

41. If the level of control and ownership is not clearly defined, what is the associated risk?
A) The roles and responsibilities for each SIAM ecosystem layer are intuitive and are not further defined.
B) The service integrator might not have enough strategic direction.
C) The SIAM transition and outcomes will materialize once the roadmap is started.

42. ISO/IEC 20000 is an international standard for IT service management. A service provider is
developing their model for a SIAM ecosystem.
With which development can the requirements of the ISO/IEC 20000 standard assist best?
A) multi-organization governance models
B) process integration
C) processes and policies
D) toolset integration

43. Which trigger can influence the timing for starting the Implement stage of the SIAM roadmap?
A) an existing service provider ceasing to trade
B) completion of activities of the Discovery and Strategy stage
C) confirmation to proceed with SIAM implementation
D) generation of the tooling strategy

44. What is a consideration for problem management in a SIAM environment?

A) developing a mechanism to apportion remedies for failure to meet service level targets
B) getting all parties to take part in problem management working groups and forums
C) managing and communicating breaches and identified vulnerabilities
D) routing incidents to potential resolvers as quickly as possible

45. Establishing trust is a critical component in the development and operation of a SIAM ecosystem.
Who is affected by a lack of trust?
A) the customer organization and the service providers
B) the service integrator and the service providers
C) the customer organization and the service integrator
D) the customer organization, service providers and the service integrator

46. How can ISO/IEC 20000 best be used during the execution of a SIAM roadmap?

A) as the SIAM model

B) as the standard for prospective service providers
C) as means creating a collaborative culture for SIAM ecosystem

47. What is a trigger for a customer organization to start the Discovery and Strategy stage of the SIAM
roadmap?

A) approved outline business case for SIAM

B) inflexible contracts with current service providers

C) the selected SIAM structure

D) the strategy for SIAM

48. There are generic drivers for SIAM that can be tailored for each organization

In which five driver groups can these generic drivers be placed?

A) disparate service management capabilities

data and information flows

data and information standards

tooling

inconsistent processes and procedures

B) external sourcing

shadow IT
 multi sourcing

increase in the number of service providers

inflexible contracts

C) service performance

slow pace of change

demonstration of value

clarity of roles and responsibilities

service provider interactions

D) service satisfaction

service and sourcing landscape

operational efficiencies

external

commercials

49. In a SIAM ecosystem, what operational role is accountable for end-to-end process design?

A) process owner

B) process manager

C) service owner

D) service manager

50. What would be addressed by a technical architecture for a SIAM ecosystem and services?

A) common data dictionary

B) data integration capabilities

C) event management process

D) non compliant service provider

51. What is a potential mitigation for the risks associated with security in a SIAM ecosystem?

A) apportioning targets across service providers

B) demonstrating correct behavior at the customer and service integrator level

C) implementing effective access management process

D) making sure service levels flow down to service providers

52. What is an activity in the Plan and Build stage of the SIAM roadmap?

A) appoint the service integrator

B) assess the organization's current maturity and capability

C) select the implementation approach

D) understand the marketplace

53. What is an activity in the Plan and Build stage of the SIAM roadmap?

A) appoint the service integrator

B) assess the organization's current maturity and capability

C) select the implementation approach

D) understand the marketplace

54. Which Discovery and Strategy activity enables the identification of critical service assets and
dependencies?

A) define governance requirements and the high level governance framework

B) define principles and policies for roles and responsibilities

C) define the strategic objectives

D) map the existing services and sourcing environments

55. Service level management considerations in a SIAM environment include defining thresholds for when
a breach of a service providers performance should be escalated.

Which process first receives these escalations from service level managements?

A) business relationship management

B) contract management

C) financial management

D) supplier management

56. What is the focus and responsibility of the customer organization in the SIAM ecosystem?
A) delivery

B) integration

C) management

D) strategy

57. What is the best potential mitigation to overcome the risks associated with measuring success?

A) creating a schedule for audits and testing

B) measuring as much as possible

C) using a mix of qualitative and quantitative measures

58. For what reason would a customer choose the externally sourced service integrator structure?

A) The customer does not have in-house service integration capabilities and does not intend to
develop them

B) The customer has or intends to develop in house service integration capabilities

C) The customer wishes to retain an element of involvement in the service integrator role, but does not
have sufficient in-house capabilities or resources

59. Which process is responsible for building and maintaining strong relationship between service
providers and the consumers of their services?

A) business relationship management

B) continual service improvement

C) service level management

D) service portfolio management

60. Which are SIAM considerations for the change and release management process?

A) having different reviewers and approvers for different types and classes of change

allowing service providers to decide who is responsible for testing integration with other providers

B) having different reviewers and approvers for different types and classes of change

allowing service providers to approve their own proven low risk, repeatable changes that don't
affect other service providers

C) allowing service providers to decide who is responsible for testing integration with other providers
 allowing service providers to approve their own proven low risk, repeatable changes that dont affect
other service providers

61. What is an example of a structural element?

A) board

B) process

C) process manager

D) technology

62. In the SIAM roadmap, which objective relates to the Plan and Build stage?

A) analyze the current state of organization, including skills, service, providers, tools and processes

B) commence organizational change management

C) establish a governance framework

D) manage the transition from the organizations current 'as-is' state to the 'to-be' desired future state

63. What is an activity in the implement stage of the SIAM roadmap?

A) appoint the service integrator

B) appoint service providers

C) review stage and approve implementation

D) transition to the approved SIAM model

64. What is not an activity of ongoing organizational change management in the Implement stage of the
SIAM roadmap?

A) communicating with and preparing stakeholders for the change

B) conducting awareness campaigns throughout the organization

C)ensuring appropriate training is completed

D) establishing end-to-end service management processes and supporting infrastructure

65. There are some synergies between COBIT and SIAM

The SIAM practices, governance model and structural elements can be mapped to which COBIT
component?

A) control objectives
B) framework

C) management guidelines

D) process description

66. What is a contract management?

A) define a policy to deliver value for money to the customer

B) evaluate proposals from prospective service providers

C) review and validate the service level targets against service provider capability and planned service
provision

67. In a SIAM ecosystem, what role is accountable fual improvement across an end-to-end process?

A) process manager

B) process owner

C) service manager

D) service owner

68. 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

69. What roles are most likely to be found in a customer organization that has adopted SIAM?

A. Head of service, service owner, enterprise architect

B. head of service integration, service delivery manager, service manager

C. performance manager, process owner, service assurance manager

D. service manager, account manager, process manager

70. What is a purpose of contract management?

A. define a policy to deliver value for money to the customer

B. evaluate proposals from prospective service providers

C. review and validate the service level targets against service provider capability and planned service
provision

71. A customer organization wants to provide the service integration capability. They intend to
supplement their own resources with staff provided by an external organization

Which SIAM structure should they choose?

A. Externally sourced
B. Hybrid
C. Internally sourced
D. Lead supplier

72. Within SIAM measurement framework, what is an example of a qualitative measure?

 A. average call pickup time at the service desk

 customer satisfaction score
 reduction in the percentage of SLA breaches
 the number of incidents that were resolved in the agreed timescale

73. Which two processes work in conjunction with supplier management to manage the performance of
service providers?

A. business relationship management, contract management

B. business relationship management, change management

C. change management, service level management

D. service level management, contract management

74. Which risk is most directly associated with a customer who relinquishes all control and accountability
for the service delivery?

A. an increase in the workload of the service integrator

B. the costs of the transition to SIAM are understated

C. the service integrator might not have enough strategic direction to carry out its role

D. the service providers have targets that do not align with end-to-end service requirements

75. Company X is a service provider in a SIAM ecosystem. Another service provider, Company Y. has
reported that company X attends the incident management process forum, but refuses to work with them

Who is responsible for the initial agreement with company X to see if they will improve their behaviour

A. Company Y
B. The customer organization
C. The incident management working group
D. The service integrator
76. What is most likely to be an additional challenge for the service integrator, when managing commodity
cloud-based service provider?

A. ensure the cloud-based service provider has adopted the same process-activities as the other
service providers

B. establishing a back to back contract between the service provider and the service integrator

C. manual and time-consuming activities to maintain informed of the service provider’s activities

D. utilising the same toolset as the cloud-based service provider

77. Why must the service providers and service integrator share information and collaborate in a SIAM
ecosystem?

A. because different service providers have different objectives that they need to prioritize

B. because they may not wish to share intellectual property with a potential competitor

C. because this leads to innovating effectively and improvising service delivery

D. because toolsets can lack automation

78. There is a risk that continuity of service may be compromised if legacy contracts expire before new
SIAM based contracts are in place

How can this risk be mitigated?

A. By creating a mechanism for the service integrator to report any issues related to existing
contracts
B. By developing a roadmap for the transition to SIAM that aligns with existing expiry dates
C. By sharing the new SIAM vision with the existing service providers
D. By renegotiating and amending SLAs and measurements in legacy contracts

79. The configuration management process records information about configuration items

What is an example of a typical configuration item in a SIAM ecosystem?

A. A service
B. An event
C. An incident record

80. In the transition to SIAM, what is cultural consideration for collaboration and cooperation?

A. The focus on ROI and profit

B. The service integrator should direct the activities of the customer organization

C. Service providers must acknowledge that the service integrator is the voice of the customer

D. SIAM should be managed as a sourcing strategy

81. Creating a business case is critical during the SIAM roadmap

Which activity will make sure the business case is complete enough?

A. Approve the full business case during the Discovery & Strategy stage
B. Approve the full business case during the plan & build stage
C. Produce the full business case during the Discovery & strategy stage
D. Produce the outline business case during the Plan & Build stage

82. What are the three layers in a SIAM ecosystem?

A. Customer organization, customer integrator and customer service

B. Customer organization, service integrator and service provider
C. Service organization, service integrator and service provider
D. Service organization, customer integrator and customer provider

83. Which COBIT component maps to the governance model component from SIAM?

A. Control objectives
B. Framework
C. Management guidelines
D. Process description

84. what is a type of practice within siam?

 A. improvement practice
 Management practice
 Technology practice
 User practice

85. In SIAM the structural elements have several roles

What is one of these roles?

A. Contract negotiation and pricing

B. Developing and maintaining policies
C. Managing contract exit

86. The generic drivers for SIAM can be placed into groups

What is a driver group for SIAM?

A. Customer demands
B. Government regulations
C. Legal compliance
D. Operational efficiencies

87. Before any organization embarks on a transition to SIAM, it must fully understand SIAM and what it
entails

What is most likely to be a driver for an organization to move to SIAM model?

 A. The cost involved with hiring an external service integrator
B. The impact on the staff moral
C. The level of satisfaction the customer currently has with service delivery
D. The risk of a new external service provider not meeting their contract*

88. To assist with ensuring compliance, where should the requirements from the tooling strategy be
recorded?

A. As part of process documentation and work instructions

B. Contained in service level agreement between suppliers and the customer
C. Included in contracts with service providers and any external service integrator
D. Within a common data dictionary