For services, there are 3 basic measurements that most organizations use:
[blank_start]Availability[blank_end] of the service
[blank_start]Reliability[blank_end] of the service
[blank_start]Performance[blank_end] of the service
Answer
Availability
Reliability
Performance
Question 2
Question
Service measurement must go further than the [blank_start]component[blank_end] level. Service measurement will
require someone, or some tool, to take the individual component measurements and combine
them to provide a [blank_start]view[blank_end] of the true customer experience.
Answer
component
view
Question 3
Question
You cannot [blank_start]manage[blank_end] what you cannot [blank_start]control[blank_end]
You cannot [blank_start]control[blank_end] what you cannot [blank_start]measure[blank_end]
You cannot [blank_start]measure[blank_end] what you cannot [blank_start]define[blank_end]
Answer
manage
control
control
measure
measure
define
Question 4
Question
The challenge for any organization is to create a Service Measurement
Framework that will create [blank_start]value[blank_end]-[blank_start]added[blank_end] reporting
Answer
value
added
Question 5
Question
The framework will have to reflect the [blank_start]component[blank_end] structure of a service, as well
as the relationships and [blank_start]inter[blank_end]-[blank_start]dependencies[blank_end] between components
Answer
component
inter
dependencies
Question 6
Question
Service measurement is [blank_start]forward[blank_end] looking, as well as reporting on [blank_start]past[blank_end] [blank_start]performance[blank_end]. It will
provide answers to the question – what do we need to be able to do, and how can we do things
better
Answer
forward
past
performance
Question 7
Question
Part of the construction of a service measurement framework is deciding what needs to be
monitored and measured
Answer
Services
Components
Service management processes that support services
Activities within processes
Outputs
Systems
Question 8
Question
There are 3 main steps in creating a service framework:
Answer
Origins
Deming Cycle
Building the framework, and choosing measures
Activities within processes
Defining procedures and policies
Question 9
Question
The critical elements of a service measurement framework will include