Exin Exam SIAMP Topic 5 Question 24 Discussion

Understanding the Scenario:

OUTSCO is in the final 12 months of their contract with ZYXUK and wants to be part of the new SIAM model.

The quality and performance of services from OUTSCO are decreasing.

ZYXUK has not applied service credits to OUTSCO before, but service credits will apply in the new SIAM model.

Analyzing the Options:

Option A: Applying service credits for breached SLAs without prior agreement could strain the relationship and may not immediately improve performance.

Option B: Appointing a project manager may help but might not address the underlying causes of performance issues.

Option D: Making ZYXUK develop an improvement plan might be effective but doesn't directly involve OUTSCO in identifying and resolving issues.

Selecting the Optimal Approach:

Option C: Holding reviews between OUTSCO and ZYXUK service delivery managers allows for direct communication and collaboration to identify and address the root causes of performance issues. This approach fosters a cooperative environment and aligns with continuous improvement practices.

Justification:

Collaborative reviews enable a better understanding of performance issues and facilitate the development of targeted improvement actions.

This approach aligns with ITIL and SIAM principles of continual service improvement and effective stakeholder engagement.