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      115. What is out of scope?

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      116. Who approved the Service Assurance Agent scope?

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      117. How was the ‘as is’ process map developed, reviewed, verified and validated?

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      118. What constraints exist that might impact the team?

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      119. Is scope creep really all bad news?

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      120. Have the customer needs been translated into specific, measurable requirements? How?

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      121. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?

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      122. How have you defined all Service Assurance Agent requirements first?

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      123. Who is gathering information?

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      124. Are all requirements met?

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      125. How do you gather requirements?

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      126. What is in the scope and what is not in scope?

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      127. Scope of sensitive information?

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      128. How does the Service Assurance Agent manager ensure against scope creep?

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      129. Is the Service Assurance Agent scope complete and appropriately sized?

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      130. What defines best in class?

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      131. How often are the team meetings?

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      132. Has a team charter been developed and communicated?

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      133. What are (control) requirements for Service Assurance Agent Information?

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      134. What knowledge or experience is required?

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      135. Has a Service Assurance Agent requirement not been met?

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      136. Is there a clear Service Assurance Agent case definition?

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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 #3: MEASURE:

      INTENT: Gather the correct data. Measure the current performance and evolution of the situation.

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

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. What drives O&M cost?

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      2. What can be used to verify compliance?

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      3. How will your organization measure success?

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      4. How can you measure the performance?

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      5. Which measures and indicators matter?

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      6. How sensitive must the Service Assurance Agent strategy be to cost?

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      7. Do the benefits outweigh the costs?

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      8. How do you measure efficient delivery of Service Assurance Agent services?

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      9. Where can you go to verify the info?

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      10. How will success or failure be measured?

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      11. What are your key Service Assurance Agent organizational performance measures, including key short and longer-term financial measures?

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      12. Why do the measurements/indicators matter?

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      13. How do you verify and validate the Service Assurance Agent data?

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      14. How will measures be used to manage and adapt?

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      15. Have you included everything in your Service Assurance Agent cost models?

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      16. What is your Service Assurance Agent quality cost segregation study?

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      17. What is the cost of rework?

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      18. Are missed Service Assurance Agent opportunities costing your organization money?

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      19. What are you verifying?

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      20. Where is it measured?

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      21. How long to keep data and how to manage retention costs?

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      22. Why do you expend time and effort to implement measurement, for whom?

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      23. What is the root cause(s) of the problem?

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      24. How do you verify your resources?

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      25. How is the value delivered by Service Assurance Agent being measured?

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      26. What does verifying compliance entail?

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      27. What are the Service Assurance Agent key cost drivers?

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      28. Do you have an issue in getting priority?

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      29. Who is involved in verifying compliance?

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      30. How do you measure success?

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      31. Does a Service Assurance Agent quantification method exist?

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      32. Are the measurements objective?

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      33. How will you measure

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