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Exin Exam SIAMP Topic 2 Question 13 Discussion
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?
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
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