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What are the Service Measurement?
Technology (components, MTBF, etc) <br> Process (KPIs - Critical Success Factors) <br> Service (End-to-end, e.g. Customer Satisfaction) <br> Why? <br> Validation – Soundness of decisions <br> Direction – of future activities <br> Justify – provide factual evidence <br> Intervene – when changes or corrections are needed
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How many types of Agreement between the provider and the customer?
Explain the SLA Components?
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What is Notification in ServiceNow and how it is Used continues?
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