Why should monitoring and measuring be used when trying to improve services?
a) To validate, direct, justify and intervene
b) To validate, measure, monitor and change
c) To validate, plan, act and improve
d) To validate, assign resources, purchase technology and train people

觉得选A。

刚看书看了这里，应该是A

答案为A，参见CSI 3.7.2节。