A.Problem prioritization

B.The use of scripts

C.Rapid escalation

D.Formation of a temporary team

A.A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

B.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

A.The flow of the model helps organizations to link improvements to its goals

B.The model is applicable to only certain parts of the service value system

C.Organizations should use an additional model or method to link improvements to customer value

D.Organizations should work through the steps of the model in the sequence in which they are presented

A.Collaborate and promote visibility

B.Keep it simple and practical

C.Start where you are

D.Optimize and automate

A.management

B.consumption

C.provision

D.value