Exam 13: Measuring, Reporting, and Controlling

Using one of the 38 IT processes, give an example of the measurement process by listing the process, an associated strategic goal, its critical success factor, and a measurement of its success:

List two quantitative and two qualitative IT measurements and what makes them qualitative or quantitative.

List and describe one of the seven characteristics of highly effective service level agreements.

Which of the following best describes the reporting objectives of knowledge and data workers?

Which of the following best describes the reporting objectives of operational level managers?

The service quality dimension that pertains to physical evidence of the service, including facilities, personnel appearance, and tools or equipment is best described as__________

The continuous benchmarking method consists of a total of__________ steps.

Service level agreements are not necessary when outsourcing IT functions.

The __________method is comprised of seven steps that are measurement, define, prioritize, invest, contract, finance, and deliver an implementation.

The service quality dimension that pertains to keeping customers informed in language they understand and listening to them is best described as__________