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8. When managed through KPIs, why do people follow what is written rather than
what was intended? Is this good or bad?
9. The example in Section 19.3 always discusses measuring the end-to-end time
based on the customer's perspective. Would there be value in measuring the time
from when the VM creation starts to when it is usable?
10. How would you modify the KPI created in Section 19.3 if after the request was
made, the requester's manager had to approve the request?
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