Cisco
820-605 · Question #103
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal p
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Customer Lifecycle Management
Question
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
Options
- AAdopt a lifecycle approach with a proactive review of service performance against KPIs.
- BHave the CSM define how value should be measured at the end of the contract period.
- CEngage a third-party mediator to develop contract goals and evaluate the objectives at regular
- DHave the CIO define a clear IT strategy and implement the suggestions immediately.
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Topics
#value realization#contract renewal#performance review#KPIs