Assignment 7 The Information Component: Service Desk Performance Measures Part 2 1. What are the four common ways teams measuring their team performance? 2. Suppose you are management person of your service desk company, and you need to make service desk goals that will support the service desk's mission? Provide 3 missions. 3. Describe SLA (Service Level Agreement)? 4. What is Event-drive surveys? 5. Explain Overall satisfaction surveys? 6. What is Benchmarking? 7. Explain Skills inventory matrix? 8. Give an example of Reopened percent impact on service desk analyst performance?