THE RELATIONSHIP WITH ITIL
The ITIL, the IT Infrastructure Library, is a series of documents that are used to aid the implementation of a framework for IT Service Management. It is growing strongly, as more organizations embrace the need to formalize service delivery and support.
One of the key disciplines is Service Level magement of which the need for service level agreements is a constituent part.
For more information on ITIL, see: ITIL and ITSM World
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