Q: 1
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?
Options
Discussion
Director of Sales is the key player here, so A. Usually on these high-stakes projects with lots of critics, you need senior business sponsorship to unlock resources. I've seen this angle in official practice tests and guides too. If anyone's got a different take based on the exam guide, let me know.
Not D, has to be A. Director of Sales carries the weight for resource backing, especially with pushback and critics. D's tempting but more about adoption, not approval power. Seen similar logic on practice exams. Agree?
A saw the same scenario in a mock test and it pointed to Director of Sales as key for resource backing.
A (not D). is the right pick since resource backing needs the Director of Sales.
A imo, since the Director of Sales controls the budget and can push back on critics. That's usually who gets projects moving when there's resistance or resource pain. Pretty sure that's ITIL best practice for high-cost initiatives.
Nah, D is a trap here. The Director of Sales (A) is the one likely to have muscle for resources and winning over the skeptics, at least in similar exam scenarios.
I don’t think D is right. Director of Sales (A) usually has the authority to unlock budget and handle critics in a big CRM project like this. The call centre manager would mostly influence day-to-day adoption, not resources.
A is wrong, it's definitely A for most influence on resources in this CRM rollout.
I get why D could look tempting since call centre staff will use the CRM a lot, but for unblocking resources and killing critics, A (Director of Sales) still makes more sense. ITIL4 questions like this usually want the most senior sponsor driving business value. Maybe I'm missing some context though.
Its A, seen similar in official guide and practice tests.
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