SIAMF Sample Questions & Answers

business relationship management

incident management

service level management

supplier management

customer organization access to data may be reduced

duplication of roles and activities and micro-management

reduction in the successful deployment of service patches and releases

SIAM transition measures of success are not understood

business relationship management, change and release management, and incident management

monitoring and measuring, incident management, and availability management

portfolio management, business relationship management, and problem management

problem management, change and release management, and monitoring and measuring

Discovery and Strategy

Implement

Plan and Build

Run and Improve

designing and implementing end-to-end security management

documenting the expected benefits

implementing clear policies for data, tooling and processes

regularly reviewing reports to confirm they are still fit for purpose

clear goals and objectives

knowledge, data and information

roles and responsibilities

world class toolset

appoint service providers

define the strategic objectives

performance management and improvement

selecting the implementation approach

complete the design of the SIAM model

establish the SIAM transition project

put in place and in use the new SIAM model

obtain full approval of the SIAM model

average availability of an application

average call pickup time at the service desk (in seconds)

percentage of service downtime related to failed changes

percentage of SLA targets met by one of the external service providers

apply agile thinking

create a reporting framework

use qualitative and quantitative measures