Scenario Mobile Telco Please read this scenario prior to answering the Question. Mobile
Telco is a mobile telecommunications company formed through a series of mergers and
acquisitions. They are yet to fully integrate the customer service systems for the most recent
acquisitions, and as result, customer service has been a major concern for the Chief
Technology Officer. Results for the last two quarters have shown that Average Revenue Per
User (ARPU) and the customer retention (Churn) rate have fallen below the industry
average. The Corporate Marketing group has published some new findings about customer

satisfaction. The customers appear to be switching to AirLight, a competitor, because of
superior customer service. Mobile Telco actually has better coverage in nearly all markets
than AirLight, and good roaming agreements that keep rates low for business travelers. But,
customer satisfaction has remained low. The Business Strategy group and the Enterprise
Architecture group have conducted a high-level project to develop the enterprise-wide
strategic plan. They have developed a business scenario which contains a good conceptual
model of what needs to be done, and also identifies the key requirements. This was used in
preparing the proposal presented to the Executive Council and the Corporate Board. The
planning for the program has been underway for several months. Mobile Telco has selected
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. It is anticipated that the overall program will take five years to complete, but there
are some tactical projects that can commence immediately to address the situation. The
Executive Council has stated that the program should define specific initiatives to enable
each regional business unit to create an implementation of the Customer Service System.
The implementation must meet the needs of the business unit and still provide the
information needed to enable major improvements to the customer. Refer to the Mobile
Telco Scenario You are serving 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) required to support the Customer Service System from an
infrastructure perspective. At the present time, the project team is conducting an
architecture development project that is focused on the customer self-service capability,
which was defined as part of the earlier strategic planning activities. This capability will
enable customers to access their accounts, pay bills, request account reviews, and
provision services from any web-enabled device. The project team has gathered 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 to complete the project. Based on TOGAF 9, which of the
following is the best answer?

A.
In the remaining architecture definition phases, the project team should map out the
capability in the Technology domain. In Phases E and F, the capability should be broken
down into a set of Solution Building Blocks that define the Target Architecture. Where

possible, the Solution Building Blocks should be drawn from the Architecture Repository.
The completed Architecture Definition Document and the Implementation and Migration
Plan will be submitted for approval. Upon approval, the architecture team will conduct
Compliance Assessments to ensure that the Target Architecture is properly implemented.

B.
The remaining architecture definition work should be focused en mapping out the
technology and infrastructure capability in the Technology domain. In Phases E and F, the
capability should be broken down into a set of Solution Building Blocks that will be
implemented to realize the Target Architecture. The Solution Building Blocks will provide the
basis for the completed Architecture Definition Document that will be submitted for approval.
Upon approval, the implementation team will conduct Compliance Assessments to ensure
that the self-service capability is compliant with the overall Enterprise Architecture.

C.
In the remaining architecture definition phases, the project team should map out the
capability across the Business, Information Systems, and Technology domains. In Ftiases E
and F, the capability should be broken down into a set of increments that define the Target
Architecture. The resulting Solution Building Blocks will provide the basis for tne capability
increment solutions. The completed Architecture Definition Document and the
Implementation and Migration Plan will be submitted for approval. Upon approval, the
architecture team will oversee the implementation process through monitoring Architecture
Contracts and by conducting Compliance Assessments.

D.
In the remaining architecture definition phases, the project team should map out the
capability across the Business, Information Systems, and Technology domains. In Phases E
and F, the capability should be broken down into a set of increments that are sequenced
into Transition Architectures that will lead to the realization of the Target Architecture. The
resulting Solution Building Blocks will then provide the basis for the capability increment
solutions. The completed Architecture Definition Document and the implementation end
Migration Plan will be submitted for approval. Upon approval, the architecture team will
oversee the implementation process through monitoring Architecture Contracts and by
conducting Compliance Assessments.

Explanation: