SLA: To Sign or Not to Sign
نویسندگان
چکیده
We present our experience of a three-week fieldwork in the form of a contextual inquiry with a service manager at the EPFL IT department. During these three weeks, we encounter a refusal of a user committee to sign a servicelevel agreement (SLA). We describe the context in which this refusal occurs, and we uncover our findings about the core of ITIL’s service-level management that building relationships is more important than bounding to a contract.
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