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Exin Exam SIAMP Topic 5 Question 22 Discussion

Actual exam question for Exin's SIAMP exam
Question #: 22
Topic #: 5
[All SIAMP Questions]

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?

Show Suggested Answer Hide Answer
Suggested Answer: D

Comprehensive OCM Scope:

Including all service providers in the OCM initiative ensures that every stakeholder is aligned with the changes, minimizing resistance and ensuring a smoother transition.

Use of ADKAR Model:

Utilizing a recognized change management model like ADKAR provides a structured approach to managing change.

The ADKAR model focuses on Awareness, Desire, Knowledge, Ability, and Reinforcement, which are critical for effective change management.

Understanding Provider Intentions:

Fully understanding the intentions and potential conflicts of interest of large providers like OUTSCO and NETSCO helps tailor the OCM activities appropriately.

Addressing these factors early mitigates risks and ensures cooperation from all parties.

Tailored OCM Activities:

Customizing the OCM activities to suit the characteristics of each service provider ensures relevance and effectiveness.

Tailoring the approach helps in controlling costs by focusing efforts where they are most needed and avoiding unnecessary expenses.

Cost-Effective Transition:

A well-planned and tailored OCM initiative ensures that the transition to the new SIAM model is cost-effective and achieves the desired outcomes.


SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management

ITIL 4: Create, Deliver and Support (CDS), Section on Change Management

SIAM Professional Body of Knowledge (BoK), Chapter on Organizational Change Management

ITIL 4: Direct, Plan and Improve (DPI), Section on Managing Organizational Change

by Corrie at Mar 09, 2025, 09:11 PM

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Kanisha
2 days ago
Totally agree, a meeting with ZYXS sounds like the best move!
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Belen
8 days ago
Did you know they’ve been overachieving by 0.4% every month?
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Dortha
13 days ago
I recall that we learned about giving service providers time to adapt to changes. Option D sounds reasonable, but I wonder if three months is enough for them to meet the new target.
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Jaime
19 days ago
I feel uncertain about option C. Just sending an email seems too abrupt, and I don't think it would give the service providers enough time to adjust.
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Nathalie
24 days ago
I think we practiced a similar question where we had to consider the implications of changing service levels. Option A makes sense because a cost-benefit analysis would help justify the increase, but it feels like it might take too long.
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Mary
1 month ago
I remember discussing the importance of stakeholder engagement in our SIAM model practice. Option B seems like it could be the right approach, but I'm not entirely sure if just talking to ZYXS is enough.
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Louvenia
1 month ago
Easy, just send an email to the providers and tell them the target is increasing. That way, we can get it done quickly and move on to the next thing.
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Olive
1 month ago
Okay, I've got a plan. I'll start by getting cost estimates from the providers, then discuss the feasibility with ZYXS. That way, I can make a well-informed decision that balances cost, provider input, and the desired outcome.
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Jutta
1 month ago
Hmm, I'm a bit unsure about this one. I think I need to understand the feasibility of the increase from ZYXS's perspective before deciding. I don't want to just impose a change without their input.
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Audry
1 month ago
This seems like a straightforward question, but I want to make sure I approach it carefully. I'll need to consider the cost implications and get input from the service providers before making any changes.
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Pamella
7 months ago
I believe option B is the best approach. We need to involve all stakeholders in the decision-making process.
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Christiane
7 months ago
Wait, so we're trying to increase the availability target for a bank? Good luck getting them to do anything 'immediately' - their idea of fast is like, a geological epoch.
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Lashaun
6 months ago
B) Hold a meeting with ZYXS to discuss the feasibility of the increase and base the decision to change the target on their views
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Nilsa
6 months ago
A) Ascertain the cost of the change from ZYXS, ZYXD and NETSCO and base the decision to proceed on a cost-benefit analysis
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Carlton
7 months ago
Giving them a 3-month heads-up is a reasonable compromise. Allows them time to make the necessary adjustments, while still challenging them to improve performance.
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Cassie
7 months ago
I agree with Willis. It's important to consider the feasibility and cost of the change.
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Margurite
7 months ago
Sending an email to all service providers about the immediate increase? That's a bit like dropping the mic and walking away. Not the most collaborative approach, in my opinion.
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Wenona
6 months ago
D) Tell ZYXS, ZYXD and NETSCO that the target is increasing and give them 3 months to make the necessary changes
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Tonette
6 months ago
Sending an email to all service providers about the immediate increase? That's a bit like dropping the mic and walking away. Not the most collaborative approach, in my opinion.
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Lorita
6 months ago
B) Hold a meeting with ZYXS to discuss the feasibility of the increase and base the decision to change the target on their views
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Fausto
6 months ago
A) Ascertain the cost of the change from ZYXS, ZYXD and NETSCO and base the decision to proceed on a cost-benefit analysis
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Shawana
7 months ago
Engaging with the service providers to discuss the feasibility of the change seems like the most prudent course of action. We don't want to blindside them with a sudden increase.
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Kanisha
7 months ago
Hmm, this is a tricky one. I think the best approach would be to conduct a cost-benefit analysis to ensure the change is financially viable for ZYX.
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Willis
7 months ago
I think we should discuss with ZYXS before making any decision.
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