What approach should be taken to resolve incidents and problems caused by the transition of services?

ZYX has used a phased approach for implementing the SIAM model

– ZYXS is the service integrator and provides the service desk for the SIAM ecosystem

– NETSCO had all network services transitioned to them

– OUTSCO has been selected to provide hosting services

The next phase is to transition all services currently hosted by ZYXS and ZYXD to OUTSCO Due to time pressures, it has not been possible to test how the services will perform after transition.

The ZYX CEO is concerned about the risks to the services and the ability of ZYX to be able to carry out its business activities She wishes that an early life support (ELS) function is implemented

What approach should be taken to resolve incidents and problems caused by the transition of services?
A . Complete the transition over a weekend when the number of people using the services will be low
B . Ensure that the ZYXS service desk is fully briefed and ready to handle any increase in call and incident volumes
C . Establish a data room containing all information about the services so that facts and data can be quickly checked
D . Set up a short-term function with staff from BANKSCO, ZYXS. ZYXD: ZYXG. NET$CO and OUTSCO

View Answer

Answer: D

Explanation:

Early Life Support (ELS): ELS involves providing additional support during the initial period after a transition to ensure stability and address any issues promptly.

Comprehensive Coverage: Setting up a short-term function with staff from all involved parties ensures comprehensive coverage and expertise in resolving incidents and problems caused by the transition.

Collaboration: Including staff from various service providers and internal teams fosters collaboration and knowledge sharing, essential for quick problem resolution.

Risk Mitigation: This approach directly addresses the CEO’s concerns about risks to services and business activities by ensuring that experienced staff are available to handle issues as they arise. Service Desk Preparation: While ensuring the service desk is ready to handle increased volumes is important, it alone is insufficient without dedicated resources to address specific transition-related issues.

Data Room: Establishing a data room is beneficial for information access but does not provide the necessary hands-on support required during the transition.

Reference: SIAM Foundation Body of Knowledge (BoK), Chapter on Transition Planning and Support SIAM Professional Body of Knowledge (BoK), Early Life Support Sections