Given the new IT director$$s key concern, which option ADDRESSES the key concern and DIRECTLY RESOLVES the biggest problems that she was experiencing, and is LOGICALLY CONSISTENT $($logical consistency means that all parts in a paragraph are true in relation to all other parts in the paragraph$)?$

A$.$ The new IT director should first establish an ITSM steering group. This group would consist of senior executives and representatives from the business plus the ITSM service manager. The ITSM steering group would have the final say on service direction and service strategy and would act as an escalation point for final decisions and investments in new services or changes to existing services. The ITSM steering group$$s responsibilities would include sponsoring and championing the service portfolio and service catalogue across the business enterprise; reviewing and approving major service portfolio and service catalogue changes; reviewing and approving escalated service portfolio and service catalogue exceptions; reviewing and making timely decisions on service portfolio or service catalogue escalated issues; and reviewing and providing feedback on the effectiveness of the ITSM service teams and the service governance process.

B$.$ The new IT director should first establish business liaisons. This group would represent IT services to the business community and its customers. Ideally, they would provide a single point of contact to the selected business units that they represent for all the respective services in the service catalogue. They communicate what services are available and how they may best be used. They also provide a first point of escalation for service quality issues when they arise and work with the service teams to get them resolved. The business liaisons$$ responsibilities would include understanding the service governance process; locally championing and supporting the service catalogue and its governance process; submitting RFCs for service catalogue changes and working in a cooperative manner to resolve service catalogue exceptions; and escalating service quality concerns and issues as necessary.

C$.$

The new IT director should first establish the service team. This group would consist primarily of service owners. Each service in the service portfolio and service catalogue would have a service owner to act as a single point of contact for all aspects of the service, but a single service owner may own more than one service. The service team$$s responsibilities would include developing and updating the service portfolio and service catalogue descriptions; managing, executing and maintaining the service governance process; ensuring that IT services were aligned with business goals and objectives; reviewing and processing requested changes to the service portfolio and service catalogue; reviewing and processing requests for service

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portfolio and service catalogue exceptions and appeals; and

communicating and championing the service portfolio and service catalogue across the business enterprise.

D$.$ The new IT director should first establish the service team. This group would consist of senior executives and representatives from the business plus the ITSM service manager. The service team would have the final say on service direction and service strategy and would act as an escalation point for final decisions and investments in new services or changes to existing services. The service team$$s responsibilities would include sponsoring and championing the service portfolio and service catalogue across the business enterprise; reviewing and approving major service portfolio and service catalogue changes; reviewing and approving escalated service portfolio and service catalogue exceptions; reviewing and making timely decisions on service portfolio or service catalogue escalated issues; and reviewing and providing feedback on the effectiveness of the ITSM service teams and the service governance process.

E$.$ The new IT director should first establish the ITSM steering group. This group would consist primarily of service owners. Each service in the service portfolio and service catalogue would have a service owner to act as a single point of contact for all aspects of the service, but a single service owner may own more than one service. The ITSM steering group$$s responsibilities would include developing and updating the service portfolio and service catalogue descriptions; managing, executing and maintaining the service governance process; ensuring that IT services were aligned with business goals and objectives; reviewing and processing requested changes to the service portfolio and service catalogue; reviewing and processing requests for service portfolio and service catalogue exceptions and appeals; and communicating and championing the service portfolio and service catalogue across the business enterprise.