Exin Exam SIAMP Topic 2 Question 13 Discussion

Actual exam question for Exin's SIAMP exam

Question #: 13
Topic #: 2

ZYX has experienced a failure in their finance system leading to the delay of an invoicing run, a resulting temporary cash flow problem, and a breach of the service level for the end-to-end service.

Investigations show that this was caused by a change implemented by NETSCO A change request had been raised but not yet authorized As the NETSCO engineer thought it was urgent, they implemented the change without following the appropriate change processes to obtain authorization.

What is the most appropriate course of action the service integrator should take?

ACreate a service improvement initiative for the treatment of emergency changes

BImpose service credits on NETSCO to compensate for the service level failure

Cinform the management of NETSCO and let them deal with it as an operational matter

Dintroduce a service level target on changes implemented outside of the change control process

Show Suggested Answer

Suggested Answer: A

Incident Analysis: The failure in the finance system was caused by an unauthorized change implemented by a NETSCO engineer. This indicates a gap in the emergency change management process.

Service Improvement: Creating a service improvement initiative focused on the treatment of emergency changes addresses the root cause of the issue and prevents future occurrences.

Process Enhancement: This initiative should involve reviewing and strengthening the emergency change management process, including clear guidelines, authorization procedures, and training for engineers.

Alternative Actions:

Imposing service credits (Option B) addresses the symptom (service level failure) but not the underlying process issue.

Informing NETSCO management (Option C) alone is insufficient to drive systemic change.

Introducing a service level target on unauthorized changes (Option D) adds a monitoring mechanism but does not directly improve the change management process.

Conclusion: The most appropriate course of action is to create a service improvement initiative for emergency changes. This proactive approach enhances the overall change management process and reduces the risk of similar issues in the future.

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

SIAM Professional Body of Knowledge (BoK), Service Improvement and Emergency Change Management Sections

by Tammi at Sep 18, 2024, 01:41 PM

Limited Time Offer

25%

Off

Get Premium SIAMP Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Dana

2 months ago

I'd go with Option A. Creating a service improvement initiative for emergency changes is the best way to address the root cause and make sure this doesn't happen again.

upvoted 0 times

Tijuana

20 days ago

Implementing a service improvement initiative is a proactive approach to prevent future issues.

upvoted 0 times

...

Keith

29 days ago

It's important to address the root cause and prevent this from happening again.

upvoted 0 times

...

Dylan

1 months ago

I agree, having a specific initiative for emergency changes would definitely improve the process.

upvoted 0 times

...

Denae

1 months ago

Option A sounds like a good idea. It would help prevent similar incidents in the future.

upvoted 0 times

...

Afton

2 months ago

Haha, I can just imagine the NETSCO engineer thinking 'urgent' meant 'ignore the rules'! Option C is definitely the funniest, but not the most practical solution.

upvoted 0 times

Marguerita

1 months ago

C) inform the management of NETSCO and let them deal with it as an operational matter

upvoted 0 times

...

Shelba

2 months ago

B) Impose service credits on NETSCO to compensate for the service level failure

upvoted 0 times

...

Loreen

2 months ago

A) Create a service improvement initiative for the treatment of emergency changes

upvoted 0 times

...

Flo

2 months ago

I disagree. I think Option D is better - introducing a service level target on changes implemented outside the change control process will help prevent this from happening again in the future.

upvoted 0 times

...

Alease

2 months ago

I believe imposing service credits on NETSCO would also be appropriate to compensate for the service level failure.

upvoted 0 times

...

Gladys

2 months ago

Option B seems like the most appropriate course of action to me. Imposing service credits on NETSCO is the best way to hold them accountable for the service level failure caused by their unauthorized change.

upvoted 0 times