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      55. What resources or support might you need?

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      56. Whom do you really need or want to serve?

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      57. What else needs to be measured?

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      58. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?

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      59. What needs to stay?

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      60. Who needs budgets?

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      61. Does Service Assurance Agent create potential expectations in other areas that need to be recognized and considered?

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      62. Would you recognize a threat from the inside?

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      63. What activities does the governance board need to consider?

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      64. What do employees need in the short term?

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      65. What are the minority interests and what amount of minority interests can be recognized?

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      66. What problems are you facing and how do you consider Service Assurance Agent will circumvent those obstacles?

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      67. Are employees recognized for desired behaviors?

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      68. Are controls defined to recognize and contain problems?

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      69. Who needs to know about Service Assurance Agent?

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      70. Are there Service Assurance Agent problems defined?

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      71. Are losses recognized in a timely manner?

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      72. Have you identified your Service Assurance Agent key performance indicators?

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      73. What are the Service Assurance Agent resources needed?

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      74. Who defines the rules in relation to any given issue?

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      75. Do you recognize Service Assurance Agent achievements?

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      76. Why the need?

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      77. Is it needed?

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      78. Will a response program recognize when a crisis occurs and provide some level of response?

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      79. Who else hopes to benefit from it?

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      80. What are the expected benefits of Service Assurance Agent to the stakeholder?

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      81. To what extent does each concerned units management team recognize Service Assurance Agent as an effective investment?

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      82. When a Service Assurance Agent manager recognizes a problem, what options are available?

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      83. What is the extent or complexity of the Service Assurance Agent problem?

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      84. What would happen if Service Assurance Agent weren’t done?

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      85. Where do you need to exercise leadership?

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      86. How do you assess your Service Assurance Agent workforce capability and capacity needs, including skills, competencies, and staffing levels?

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      87. What is the recognized need?

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      88. As a sponsor, customer or management, how important is it to meet goals, objectives?

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      89. Which information does the Service Assurance Agent business case need to include?

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      90. What situation(s) led to this Service Assurance Agent Self Assessment?

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      91. How many trainings, in total, are needed?

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      92. What do you need to start doing?

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      93. What prevents you from making the changes you know will make you a more effective Service Assurance Agent leader?

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      94. Can management personnel recognize the monetary benefit of Service Assurance Agent?

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      95. How do you identify the kinds of information that you will need?

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      96. How can auditing be a preventative security measure?

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      97. Who needs what information?

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      98. Which issues are too important to ignore?

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      99. What should be considered when identifying available resources, constraints, and deadlines?

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      100. For your Service Assurance Agent project, identify and describe the business environment, is there more than one layer to the business environment?

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      Add up total points for this section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Service Assurance Agent Index at the beginning of the Self-Assessment.

      CRITERION #2: DEFINE:

      INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. How do you think the partners involved in Service Assurance Agent would have defined success?

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      2. What is in scope?

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      3. How do you gather Service Assurance Agent requirements?

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      4. Has a high-level ‘as is’ process map been completed, verified and validated?

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      5. What was the context?

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