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ZYXS has been chosen as the service integrator. Immediately after implementation an issue has arisen with a high priority incident. OUTSCO and ZYXD are passing the incident between them and are blaming each other for not owning the solution. Meanwhile the incident is approaching its target resolution time and may breach its service level What should ZYXS do first?
Correct Answer: D
Urgency of the Situation: A high-priority incident is close to breaching its service level, necessitating immediate action to resolve the issue and prevent further impact. Immediate Resolution Steps: Convening an immediate meeting with OUTSCO and ZYXD allows for direct and prompt communication between the involved parties. This meeting aims to agree on concrete steps to resolve the incident quickly, focusing on collaboration rather than assigning blame. Role of the Service Integrator: As the service integrator, ZYXS is responsible for coordinating the resolution efforts and ensuring that all parties work together effectively. Facilitating this meeting demonstrates proactive leadership and the ability to manage critical incidents. Preventing Escalation: Addressing the issue immediately helps prevent escalation to higher authorities or governance bodies, which can delay resolution and increase tension between providers. Reference: SIAM Professional Body of Knowledge (BoK) emphasizes the importance of prompt and effective incident management. ITIL 4: Create, Deliver and Support (CDS) includes guidelines for managing incidents and ensuring timely resolution. SIAM Professional Body of Knowledge (BoK), Chapter on Incident Management ITIL 4: Create, Deliver and Support (CDS), Section on Incident Management
