OG0-092: TOGAF 9 Part 2 Exam

Worldwide Mobile is a mobile telecommunications company created through a series of mergers and acquisitions. It has not yet fully integrated the customer service systems from its most recent acquisitions; consequently, customer service has become a major concern for the Chief Technology Officer.

Results from the last two quarters show that Average Revenue Per User (ARPU) and the customer retention (Churn) rate have fallen below the industry average. The Corporate Marketing group has published new findings on customer satisfaction. Customers seem to be moving to Air Light, a competitor, because of its superior customer service. WorldwideMobile has better coverage than Air Light in nearly all markets, as well as good roaming agreements that keep rates low for business travellers. However, customer satisfaction has continued to be low.

The Business Strategy group and the Enterprise Architecture group have completed a high-level project to develop the enterprise-wide strategic plan. They developed a business scenario that contains a sound conceptual model of the required work and identifies the key requirements. This was used to prepare the proposal presented to the Executive Council and the Corporate Board.

Planning for the program has been in progress for several months. WorldwideMobile has chosen TOGAF 9 as the basis for its Enterprise Architecture.

The Corporate Board has approved funding for a multi-million Euro conversion to transition to a packaged Customer Service System. The overall program is expected to take five years to complete, although some tactical projects can begin immediately to address the situation. The Executive Council has stated that the program must define specific initiatives enabling each regional business unit to create an implementation of the Customer Service System. The implementation must satisfy the needs of the business unit while still providing the information needed to enable major improvements to the customer.

You are acting as the Lead Architect for the Performance and Integrity project of the Customer Service System program.

The project has been chartered to address the architecture(s) needed to support the Customer Service System from an infrastructure perspective. Currently, the project team is conducting an architecture development project focused on the customer self-service capability that was defined during the earlier strategic-planning activities. This capability will allow customers to access their accounts, pay bills, request account reviews, and provision services from any web-enabled device.

The project team has collected information about the self-service capability, developed a business scenario, and used the results to define an Architecture Vision for achieving the capability.

You have been asked to recommend the course of action for completing the project.

Based on TOGAF 9, which of the following is the best answer?