Operational managers in IT have the same IT performance reporting objectives as middle managers.
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Q6: Revenue per IT dollar is considered a
Q7: Which of the following in the 10-step
Q8: Service level agreements will result in higher
Q9: Each of the following is a quantitative
Q10: User satisfaction survey results are considered a
Q12: The "competence" dimension of service quality refers
Q13: The "access" dimension of service quality refers
Q14: Each of the following is a qualitative
Q15: A characteristic of an effective service level
Q16: Each of the following is a step
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