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ZYXS has been appointed as the service integrator ZYXH will provide the retained capabilities The CEO has asked the ZYXS IT Director to prepare a governance approach for monitoring and measuring service performance that will support the achievement of the strategic objective to ensure delivery against contracts. What is the best approach?
Correct Answer: C
* Objective and Context: * ZYXH wants to ensure delivery against contracts and has appointed ZYXS as the service integrator. * The CEO requests a governance approach to monitor and measure service performance. * End-to-End Service Assurance: * ZYXS, as the service integrator, is responsible for ensuring the delivery of end-to-end services. This includes integrating services from various providers and maintaining overall service performance. * Monitoring by ZYXH: * ZYXH will focus on monitoring ZYXS's performance as the integrator, ensuring that the strategic objectives are met and benefits are realized. * ZYXH will evaluate the overall outcomes and effectiveness of the SIAM transition, including service quality and contract adherence. * Governance Approach: * This approach aligns with the SIAM principle of having the service integrator manage operational responsibilities while the retained organization oversees strategic performance and benefits realization. * References: * SIAM Professional Body of Knowledge (BoK), Chapter on Service Performance Management * ITIL 4: Direct, Plan and Improve (DPI), Section on Governance and Reporting References: * SIAM Professional Body of Knowledge (BoK), Chapter on Governance and Service Assurance * ITIL 4: Direct, Plan and Improve (DPI), Section on Monitoring and Measuring Performance
