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Question 122 - 820-605 discussion
The Chief Information Officer (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 for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
Adopt a lifecycle approach with a proactive review of service performance against KPIs.
Have the CSM define how value should be measured at the end of the contract period.
Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
Have the CIO define a clear IT strategy and implement the suggestions immediately.
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