A.SLAs will improve working relationships.

B.IT can prioritise resources to address specific requirements.

C.SLAs allow customers the opportunity to criticise IT.

D.IT can always deliver what customers want.

E.IT will become more streamlined.

A.Develops effective procedures and implements them.

B.Continually champions the business goals and culture.

C.Demands extra effort to meet deadlines.

D.Understands business direction.

A.A selective survey.

B.An annual or periodic survey.

C.An email survey scheduled for every Tuesday.

D.A telephone survey to 25 customers a day.

A.The different corporate cultures.

B.The costing methodology used in the benchmark partners SLAs.

C.The number of items in each organisations Configuration Management Database.

D.The different goals and objectives of each organisation.

A.A long-term vision of what an organisation needs to achieve in order to meet its objectives.

B.The detailed plan for achieving the objectives set by the strategic plan.

C.Development of corporate strategies for promotion of services.

D.Medium-term projects that are necessary to enable realisation of the long term projects.