What is the best way of doing this?

One year ago. OUTSCO was appointed as the service integrator for ZYX. ZYXH provides the retained capabilities.

After a year of operating the SIAM model, OUTSCO has noticed that the 99 5% availability service level target for NEWBNK has been consistently overachieved by 0.4% every month.

In order to provide better value to ZYX and to challenge the service providers in their delivery, ZYXH would like to increase the availability target to 99 9% as soon as possible.

What is the best way of doing this?
A . Ascertain the cost of the change from ZYXS, ZYXD and NETSCO and base the decision to proceed on a cost-benefit analysis
B . Hold a meeting with ZYXS to discuss the feasibility of the increase and base the decision to change the target on their views
C . Send an e-mail from OUTSCO to all service providers that the NEWBNK availability target is going to increase with immediate effect
D . Tell ZYXS. ZYXD and NETSCO that the target is increasing and give them 3 months to make the necessary changes

View Answer

Answer: A

Explanation:

Service Level Target Adjustment: Increasing the availability target to 99.9% represents a significant change that could impact service delivery and costs.

Cost-Benefit Analysis: Before making such a change, it’s essential to understand the cost implications. This ensures that the decision is financially viable and aligns with ZYX’s value expectations.

Provider Consultation: Consulting with ZYXS, ZYXD, and NETSCO helps in understanding the feasibility of meeting the new target and the necessary changes in their processes and infrastructure. Incremental Changes: A cost-benefit analysis allows ZYX to make an informed decision, balancing improved service levels against the associated costs.

Provider Meeting: While holding a meeting to discuss feasibility is part of the process, it should be complemented with a thorough cost-benefit analysis to ensure comprehensive decision-making.

Communication and Timeline: Informing providers via email or dictating changes without

consultation can lead to resistance and may not be effective in achieving the desired service level improvements.

Reference: SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Improvement

SIAM Professional Body of Knowledge (BoK), Service Level Management Sections