How customer satisfaction is more than just successfully meeting the SLA?

  1. How customer satisfaction is more than just successfully meeting the SLA?
  2. How important is the alignment between the IT service provider and the business strategy?
  3. Who makes the final determination on value?
  4. What difference does IT strategic conservativeness make in implementing an ITSM initiative?
  5. What is the conclusion on whether ITSM enhances IT effectiveness?

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