The service integrator wishes to address this problem with NETSCO What action should the service integrator take?

The SIAM model in ZYX has been successfully implemented and operational for 6 months All service providers have signed up to multi-party service level agreements and a detailed collaboration agreement. All providers are either using or interfacing with the common ITSM tool.

NETSCO is providing all LAN and WAN services across the group Although NETSCO is consistently achieving all of its service levels and attends all necessary meetings. NETSCO is not contributing to the overall relationship with the other service providers.

The service integrator wishes to address this problem with NETSCO What action should the service integrator take?
A . Do nothing immediately as it is still early in the contract but monitor the contributions from NETSCO.
B . Hold a meeting with NETSCO to discuss why they are not engaging in the cultural elements of the contract
C . Reinforce the need for positive cultural engagement from all service providers at the next service provider forum.
D . There is nothing that the service integrator can do as NETSCO is meeting all of the contracted service levels.

View Answer

Answer: B

Explanation:

Context Understanding: NETSCO is meeting its service levels but not engaging collaboratively with other service providers. This lack of engagement can impact the overall effectiveness of the SIAM model, which relies on collaborative effort and shared goals.

Cultural Engagement Importance: SIAM emphasizes not just meeting service levels but also fostering a collaborative culture among service providers. This helps in creating a cohesive and integrated service environment.

Initial Steps: Doing nothing immediately may allow the problem to persist and worsen, as cultural engagement is critical from the start.

Direct Discussion: Holding a meeting with NETSCO provides a direct approach to understand their perspective, identify reasons for their lack of engagement, and reinforce the importance of cultural elements outlined in the collaboration agreement.

Service Provider Forum: While reinforcing the need for positive cultural engagement in a service provider forum can help, it may not address specific issues with NETSCO effectively. Contractual Compliance: Even though NETSCO is meeting contractual service levels, the service integrator has a role in ensuring that all aspects of the agreement, including cultural engagement, are fulfilled.

Reference: SIAM Foundation Body of Knowledge (BoK), Chapter on Collaboration and Cooperation SIAM Professional Body of Knowledge (BoK), Governance and Cultural Integration Sections