The alignment goal titled "Knowledge, expertise and initiatives for business innovation" is aligned to which IT balanced scorecard (BSC) dimension?

The design factor associated with a highly regulated enterprise is likely to attribute MORE importance to which of the following?

Identify the missing word(s) in the following sentence. Service capabilities are leveraged primarily through the [ ? ] to deliver internal and external services.

Identify the missing word in the following sentence.
The definition of (?) is a collection of practices influenced by the enterprise's policies and procedures that takes input from a number of sources, manipulates the inputs and produces outputs.

Which of the following MUST be done before an enterprise can determine performance measures for a process improvement initiative?