What impact would this type of structure have on customer satisfaction?

A cloud architect is helping a company with a new service design process. The architect notices that the company has a siloed, domain-centric IT organizational structure and is concerned about customer satisfaction.

What impact would this type of structure have on customer satisfaction?
A . Reduction in the supported number of tenants
B . Delays with service authentication
C . Decrease in service performance
D . Delays in problem resolution

View Answer

Answer: D

Explanation:

Page 320 manual.

Finally, a siloed domain-centric structure also causes delays in problem resolution since no one group has end to end visibility into a problem. This causes delay in problem resolution leading to drop in customer satisfaction. All of these factors contribute to service quality degradation. So, it is important that the organization is setup, from ground up, to deliver and support services.