Which is the first step in the 7 Step Improvement Process?
A.
Where are we now?
B.
Identify gaps in Service Level Agreement (SLA) achievement
C.
Prepare for action
D.
Define what you should measure
Explanation:
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According to ITIL “Define what you will measure” is the second step. So, I dont think “Define what you should measure” will be the right answer. I would say option A is the right one.
B
B.
Identify gaps in Service Level Agreement (SLA) achievement