The project sponsor is advocating use of an unapproved new technology that promises cost savings and earlier delivery. However, operational support after handover is uncertain because the service organization cannot commit without approval of the new technology. How should the project manager resolve this conflict?

The project manager's primary responsibility is to deliver value to the customer. In this scenario, the proposed new technology has potential benefits (cost savings, earlier delivery) but also a significant risk: uncertain operational support, which directly impacts the customer's long-term success. Acknowledging the lack of approval and focusing on a resolution that benefits the customer means addressing the operational support concern directly. This might involve working with the sponsor and the service organization to secure commitment or explore alternatives, ensuring the project's outcome is sustainable and valuable. Seeking to understand stakeholders’ needs is too passive; the issue is known. Communicating progress and promoting the technology ignores the core problem. Maintaining project plans without addressing the operational risk would lead to a flawed delivery, not a successful outcome for the customer.