What is the best approach for SIAMRUS to improve the situation?

Project NEWGEN was completed against demanding timescales Because of time pressures, ZYX reduced the scope for testing of the end-to-end processes.

– SIAMRUS is the service integrator and also provider of the service desk for the SIAM ecosystem

– ZYXS is the internal service provider for NEWBNK, which is hosted by OUTSCO

– NETSCO provides the wide area network connecting the OUTSCO data center to the banks using NEWBNK.

Since the transition to SIAM, users of NEWBNK have experienced a significant increase in the time taken to fix incidents The ZYX sales team is now experiencing resistance from customers who were expected to migrate to NEWBNK This is affecting the planned rollout of the new application The ZYX sales team has told the customers that the issues were caused by the providers to ZYX not working together, and not the NEWBNK application itself.

What is the best approach for SIAMRUS to improve the situation?
A . Design and implement a program of organizational change management and skills training with each service provider and measure the success of it
B . Implement a new customer marketing campaign focusing on the benefits of NEWBNK and stress that the issues are temporary and will be resolved M|
C . Implement Lean systems thinking in each provider to review and optimize the procedures, eliminating waste within the internal activities of the providers
D . Use the process forums to mao analyze and improve the end to end processes assigning specific activities to appropriate mdividuals

View Answer

Answer: D

Explanation:

Issue Identification:

Users of NEWBNK are experiencing increased incident resolution times, affecting customer satisfaction and sales.

The problem is attributed to the lack of collaboration among service providers.

Process Forums:

Process forums bring together representatives from all service providers to collaboratively map, analyze, and improve end-to-end processes.

This collaborative approach ensures that all stakeholders have a clear understanding of the processes

and their interdependencies.

Mapping and Analysis:

Mapping the processes helps identify bottlenecks, inefficiencies, and areas for improvement. Analyzing these processes enables the identification of specific issues and the development of targeted solutions.

Assignment of Responsibilities:

Assigning specific activities to appropriate individuals ensures accountability and clarity in process execution.

This structured approach improves coordination and efficiency among the service providers.

Outcome:

Improved process efficiency and collaboration lead to faster incident resolution times and enhanced customer satisfaction.

Reference: SIAM Professional Body of Knowledge (BoK), Chapter on Process Integration

ITIL 4: Create, Deliver and Support (CDS), Section on Value Streams and Processes