Which of the following outsourcing defines the performance objectives reached by negotiation between the user and the provider of a service, or between an outsourcer and an organization?

In software development, which of the following analysis is used to document the services and functions that have been accidentally left out, deliberately eliminated or still need to be developed?

Which of the following are the objectives of Service Level Management (SLM)?
1. To negotiate SLAs with the customers and to design services in accordance with the agreed service level targets.
2. Defining, documenting, and agreeing the level of IT Services to be provided.
3. Identifying possible future markets that the Service Provider could operate in.
4. Monitoring, measuring, and reporting the actual level of services provided.
5. Monitoring and improving customer satisfaction.

A strategic systems project was implemented several months ago. Which of the following is the BEST reference for the IT steering committee as they evaluate its level of success?

Which of the following categories describes the value added by the process divided by the value of the labor and capital consumed?