Cisco Customer Success Manager (DTCSM) — Question 43

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?

Answer options

• A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
• B. Have the CSM define how value should be measured at the end of the contract period.
• C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
• D. Have the CIO define a clear IT strategy and implement the suggestions immediately.

Correct answer: A

Explanation

The correct answer is A, as adopting a lifecycle approach allows for ongoing assessments of service performance against established KPIs, which helps to align expectations and mitigate disputes. Option B, while valuable, only addresses value measurement at the contract's end rather than ongoing performance. Option C introduces external mediation, which could help but does not focus on proactive performance management. Option D emphasizes strategy definition but lacks a structured approach to evaluating service delivery, which is crucial in preventing disagreements.