Certified in the Governance of Enterprise IT (CGEIT) — Question 244

An IT department outsourced application support and negotiated service level agreements (SLAs) directly with the vendor. Although the vendor met the SLAs, business owner expectations are not met and senior management cancels the contract. This situation can be avoided in the future by:

Answer options

• A. improving the negotiation process for service level agreements (SLAs).
• B. implementing a vendor performance scorecard.
• C. assigning responsibility for vendor management.
• D. improving the business requirements gathering process.

Correct answer: D

Explanation

The correct answer is D because improving the business requirements gathering process ensures that the vendor clearly understands the expectations and needs of the business owners, reducing the risk of misalignment. Options A, B, and C focus on vendor management and performance evaluation, which, while important, do not directly address the root cause of mismatched expectations.