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Project NEWGEN is in the Implementation stage. OUTSCO and ZYXD are service providers. ZYXD is still managed by ZYXS. Services provided by OUTSCO and ZYXD are not performing as expected due to poor conformance with expected processes and behaviors. What are the most important activities to resolve performance issues?
Correct Answer: A
Understanding the Scenario: * OUTSCO and ZYXD services are not performing as expected due to poor conformance with expected processes and behaviors. * Project NEWGEN is in the implementation stage with ZYXS managing ZYXD. Analyzing the Options: * Option B:Applying service level credits may not address the root cause and only penalize the providers. * Option C:Implementing direct subcontractor reporting and quick fixes might not solve the underlying issues and could lead to further problems. * Option D:Ensuring executive commitment is important but may not address operational issues directly. Selecting the Optimal Approach: * Option A:Assessing communication and training status helps identify gaps in understanding and execution. Monitoring incentives ensures alignment with desired outcomes. Assigning corrective actions and measuring performance improvements provides a structured approach to resolving issues. Justification: * This comprehensive approach ensures that the root causes of performance issues are identified and addressed, promoting long-term improvements. * Aligns with ITIL and SIAM principles of continuous improvement and effective stakeholder communication.
