Which of the following is the architecture domain that describes the logical software and
hardware capabilities?

Worldwide Mobile 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 finding about customer satisfaction. The customers appear to be
switching to Air Light, a competitor, because of superior customer service. WorldwideMobile
actually has better coverage in nearly all markets than Air Light, and good roaming agreement that
keep rates low for business travellers. 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. WorldwideMobile 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 units 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 WorldwideMobile-2 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 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 webenabled 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 best answer?

Which section of the TOGAF document describes the processes, skills and roles to establish
and operate an architecture function within an enterprise?

Scenario: AGEX Inc.
Please read this scenario prior to answering the question
AGEX is a large, global commodities trading company which has been growing rapidly through a
series of acquisitions.
Each new business is performing well in its markets. However, the lack of integration between
headquarters and the business units has increasingly caused problems in the handling of customer
and financial information. The inability to share information across businesses has resulted in lost
opportunities to “leverage the synergies” that had been intended when the businesses were
acquired. At present, each business unit maintains its own applications. Despite an earlier initiative
to install a common application to manage customer, products, supplier, and inventory information,
each business unit has different ways of defining each of these core elements and has customized
the common application to the point where the ability to exchange information is difficult, costly,
and error-prone.
As a result, AGEX has begun implementing a single Enterprise Resource Planning (ERP) system to
consolidate information from several applications that exist across the lines of business. The
Corporate Board is concerned that the new ERP system must be able to manage and safeguard
customer information in a manner that meets or exceeds the legal requirements of the countries in
which the company operates. This will be an increasingly important capability as the company
expands its online services offered to clients and trading partners.
The CIO has formed an Enterprise Architecture department, and one of the primary goals in its
charter is to coordinate efforts between the ERP implementation team and the business unit
personnel who will be involved in the migration process. The CIO has also formed a cross-functional
Architecture Review Board to oversee and govern the architecture.
After reviewing the available alternatives, and based on recommendations from the ERP vendor,
AGEX has selected TOGAF 9 as the basis for its Enterprise Architecture program.
The CIO has endorsed this choice with the full support of top management.
Refer to the AGEX Inc. Scenario
You are serving as the Chief Architect.
As part of the process for establishing the Enterprise Architecture department, you have decided to
create a set of principles to guide the activities.
You have been asked to recommend the best approach for this work.
Based on TOGAF 9, which of the following is the best answer?