Which best practice will help prevent this type of disagreement?

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?
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.

View Answer

Answer: C