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3 Cards in this Set

  • Front
  • Back
What are the three general outcomes of service requests?
1. Done correctly
2. Done incorrectly
3. Not done / failed
What are the three main types of performance metrics?
1. Response
2. Productivity
3. Utilization
What two things should be done with errors?
1. Classify the errors.
2. Determine the probability of receiving each type of error.