Each of the 38 IT processes should have a defined IT performance measurement plan.
Correct Answer:
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Q2: The "reliability" dimension of service quality refers
Q3: Measurements are often best when they can
Q4: Service level agreements are not necessary when
Q5: The first step in the benchmarking process
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
Q11: Operational managers in IT have the same
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