The first phase of new ITaaS service introduces the offering to 10% of the engineering
organization. The IT organization leverages the management tools used in their traditional data
center processes to provide visibility into silos and control of the infrastructure. They also have
adapted some ITSM concepts as a framework for their management practices.
During the initial phase of the service deployment, a problem was encountered in one of the VMs.

—–The IT organization is concerned about the extensive amount of time and resources spent
determining the cause of the issue.
What is the most likely reason it takes more time than expected to resolve the problem?

A.
The legacy management tools do not have the capability to provide a holistic view of the
service instance

B.
The expertise of the service desk personnel is inadequate to properly handle service related
issues

C.
The complex nature of orchestration and automation makes problem identification and root
cause analysis unlikely.

D.
The cultural hurdles that span organizational silos have not been addressed and resolved.