SIAM™ Foundation Quiz Questions and Answers

SIAM® identifies three layers in the SIAM® model. The three layers are:

A. The customer organisation (excluding outsourced capabilities), the service integrator, the service providers

B. The customer organisation (excluding retained capabilities), the service integrator, the service providers

C. The customer organisation (including retained capabilities), the service integrator, the service providers

D. The customer organisation (including retained capabilities), multiple service integrators, the service providers

Answers

1. A
2. B
3. C
4. D

What is the relationship between ITIL® processes and SIAM®?

A. ITIL® process outcomes are different from SIAM® process outcomes.

B. ITIL® processes can be used in a SIAM ecosystem without any adaptation.

C. ITIL® processes may need to be adapted and augmented for a SIAM® ecosystem.

D. SIAM® is a replacement for ITIL® and therefore does not use any of its processes.

Answers

1. A
2. B
3. C
4. D

What is an example of end to end measurement within a SIAM® environment?

A. The average time to resolve a problem by a particular service integration partner

B. The comparison of internal vs. external service providers

C. The amount of incidents that have been raised by a particular business division

D. The responsiveness of the service against Service Level Targets

Answers

1. A
2. B
3. C
4. D

What stage of the SIAM® Roadmap does organisational Change Management commence?

A. Discovery and Strategy

B. Implement

C. Plan and Build

D. Run and Improve

Answers

1. A
2. B
3. C
4. D

The SIAM® implementation roadmap has 4 stages. They are Discovery & Strategy, Plan & Build, Implement and ....?

A. Continual Service Improvement

B. Continual Service Improvement Plan - CSIP

C. Operate & Improve

D. Run & Improve

Answers

1. A
2. B
3. C
4. D

Which SIAM® consideration is common for all processes in a SIAM® ecosystem?

A. Building and maintaining strong relationships between Service Providers and the consumers of their services

B. Defining process ownership and levels of accountability and responsibility

C. Providing a consistent method of quantifying, tracking and managing the delivery of improvement activities

D. Providing a structured approach that delivers projects on time, budget and at the appropriate level of quality

Answers

1. A
2. B
3. C
4. D

Common SIAM® considerations for all processes include complexity, toolset considerations, data & information considerations, and ...?

A. Who owns the end-to-end process?

B. Ensuring that there are multiple process owners for each process

C. Process ownership is not a consideration

D. The customer cannot own any of the processes

Answers

1. A
2. B
3. C
4. D

Challenges in People Practices can include?

A. Service Providers do not cooperate on Process Interfaces

B. Time consuming and manual reporting

C. There may be ineffective legacy tools

D. Conflicting objectives, organisational strategies and working practices

Answers

1. A
2. B
3. C
4. D

What stage of the SIAM® roadmap should the preferred SIAM® structure be selected?

A. Discovery and Strategy

B. Implement

C. Plan and Build

D. Run and Improve

Answers

1. A
2. B
3. C
4. D

Which role is accountable for Contract Management?

A. Customer Organisation

B. Executive Board

C. Service Integrator

D. Tactical Board

Answers

1. A
2. B
3. C
4. D

What stage of the SIAM® Roadmap provides an awareness of available technologies and services?

A. Discovery and Strategy

B. Implement

C. Plan and Build

D. Run and Improve

Answers

1. A
2. B
3. C
4. D

For creating a collaborative culture in SIAM® ecosystems, what other practices’ concepts are most useful?

A. DevOps

B. ISO/IEC 20000

C. ITIL®

D. Lean

Answers

1. A
2. B
3. C
4. D

Cultural Challenges for implementing a SIAM®ecosystem do NOT include?

A. Staff can fell concern at a professional and personal level

B. There may be a legacy contract which is not fit for purpose in a SIAM ecosystem

C. Organisations can suffer from change fatigue

D. People may revert to old ways of working

Answers

1. A
2. B
3. C
4. D

The four types of Practices identified by SIAM® are?

A. People, Process, Management and Technology Practices

B. People, Process, Measurement and Technology Practices

C. People, Practice, Measurement and Technology Practices

D. People, Process and Technology Practices

Answers

1. A
2. B
3. C
4. D

Within the SIAM® ecosystem, service providers need to adapt to a new way of working.

What is an associated cultural consideration?

A. Creating an environment for service providers that is focused on contracts and agreements

B. Service Providers acknowledging that the Service Integrator has the autonomy to direct, make decisions and govern

C. Service Providers focusing on the achievement of their own specific service levels and objectives

Answers

1. A
2. B
3. C

What does SIAM® stand for?

A. Service Isolation And Management

B. Service Integration And Management

C. Service Integration And Measurement

D. Service Isolation And Measurement

Answers

1. A
2. B
3. C
4. D

SIAM® identifies 4 possible structures for implementation. They are?

A. Externally sourced, internally sourced, hybrid, lead supplier

B) Externally sourced, insourced, hybrid, lead supplier

C) Externally sourced, internally sourced, hybrid, common supplier

D) Externally sourced, insourced, hybrid, common supplier

Answers

1. A
2. B
3. C
4. D

What is a responsibility of a service provider in a SIAM® ecosystem?

A. Delivery

B. End To End Integration

C. Governance

D. Strategy

Answers

1. A
2. B
3. C
4. D

What are the structural elements identified in SIAM®?

A. Boards, Process Forums and Working Groups

B. Change Advisory Board, Process Forums and Working Groups

C. Boards, Process Owners and Working Groups

D. Boards, Process Forums and Review Meetings

Answers

1. A
2. B
3. C
4. D

Which consideration is common for all processes in a SIAM® ecosystem?

A. Aligning resolution targets across Service Providers

B. Processes can seem more complex

C. The requirement for a data dictionary, terminology and thresholds

Answers

1. A
2. B
3. C

The relationship between SIAM® and ITIL® is?

A. SIAM® and ITIL® are the same thing.

B. SIAM® and ITIL® are mutually exclusive, an organisation cannot have both.

C. SIAM® doesn’t replace ITIL®, but builds on ITIL®’s processes, practices and techniques.

D. SIAM® can co-exist with ITIL® as they cover completely different things.

Answers

1. A
2. B
3. C
4. D