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

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

An important DevOps concept is the incremental 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

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

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

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

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

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

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 ecosystems

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