An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud - based system will be used both internally and by an outsourced call centre. This high - cost, high - priority initiative has many critics who are concerned with lack of resources. Which stakeholder’s support for this initiative is MOST needed to obtain necessary resources and overcome concerns?

A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams. Which is a relevant objective that will support the strategy?

When planning a new service, which three factors should be considered when defining the value that the service will create?

Which type of plan would outline the organizational vision for a multi - year infrastructure expansion?

In an organization, IT teams are working on documented, structured, and systematic processes for all customer - facing work. Which concept is this an example of?