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Are you tired of dealing with urgent and complex service desk issues that seem to take forever to resolve? Look no further, our Service Desk Service Level Agreements (SLAs) in Service Desk Knowledge Base is here to provide you with the most efficient and effective solution.
With our dataset containing 1538 prioritized requirements and solutions, we guarantee results by urgency and scope.
Our SLAs in Service Desk Knowledge Base have been carefully crafted to simplify the process and streamline your service desk operations.
Our goal is to ensure that your team can quickly identify the most important questions to ask, leading to faster resolutions and satisfied customers.
By utilizing our Service Desk Service Level Agreements in Service Desk Knowledge Base, you will experience a multitude of benefits.
Not only will your service desk run smoother, but your team will also have a better understanding of how to prioritize and manage urgent issues.
Additionally, our dataset includes real-life examples and case studies to further demonstrate the effectiveness of our SLAs in Service Desk.
In comparison to our competitors and alternatives, our Service Desk Service Level Agreements stand above the rest.
Our product is specifically designed for professionals and offers an easy-to-use DIY alternative that is also affordable.
We pride ourselves on providing a detailed overview and specifications for our product, ensuring that you know what you are getting and how to best utilize it.
Our SLAs in Service Desk Knowledge Base offer a unique and specialized product type compared to semi-related products.
With our dataset′s extensive research and analysis, you can trust that our product is tailored to fit your needs.
Businesses of all sizes can benefit from our Service Desk Service Level Agreements, as it helps save time, money, and resources in managing service desk issues.
Let′s not forget about the cost and pros and cons.
We understand that budget plays a crucial role in any business decision, which is why we are proud to offer affordable pricing for our Service Desk Service Level Agreements.
And with the benefits we have outlined, it′s clear that the pros far outweigh the cons when it comes to using our product.
So what exactly does our Service Desk Service Level Agreements in Service Desk Knowledge Base do? It simplifies the process, prioritizes urgent issues, and provides your team with the necessary tools to efficiently handle service desk matters.
Say goodbye to lengthy resolution times and hello to a streamlined and effective service desk.
Don′t waste any more time dealing with complicated service desk operations.
Trust in our Service Desk Service Level Agreements in Service Desk Knowledge Base to help take your business to the next level.
Try it out today and experience the difference for yourself.
Your satisfaction is our top priority.
Have service level agreements been implemented between the service desk and its key customers?
Service Desk Service Level Agreements
Service Desk Service Level Agreements (SLAs) are agreements between the service desk and its key customers that outline the level of service the desk will provide. These agreements help establish clear expectations and responsibilities for both parties, ensuring efficient and effective communication and support.
1. Implementing service level agreements (SLAs) helps to define and manage customer expectations.
2. SLAs provide a clear understanding of the services that will be provided by the service desk.
3. By setting specific response and resolution times in the SLA, the service desk can prioritize and manage workloads more effectively.
4. SLAs help to improve customer satisfaction by ensuring timely and efficient support from the service desk.
5. Having SLAs in place encourages accountability and transparency between the service desk and its customers.
6. SLAs can be used as a performance measurement tool for the service desk, allowing them to track and report on their service delivery.
7. Service level agreements can also include escalation procedures, ensuring that urgent issues are dealt with promptly.
8. With clearly defined SLAs, there is less room for misunderstandings or disputes between the service desk and its customers.
9. SLAs can be continually reviewed and updated to reflect changing business needs and priorities.
10. By regularly meeting or exceeding SLA targets, the service desk can demonstrate its value and contribution to the organization.
CONTROL QUESTION: Have service level agreements been implemented between the service desk and its key customers?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, the service desk will be recognized as a global leader in providing exceptional customer service through the implementation of highly effective and innovative service level agreements (SLAs). Our goal is to have SLAs in place with all key customers, ensuring clear and measurable expectations for response time, resolution time, and overall customer satisfaction.
These SLAs will be continuously monitored and improved upon, with the ultimate goal of achieving a 99% customer satisfaction rating. We will also collaborate with our key customers to develop customized SLAs that address their specific needs and business objectives.
Through the successful implementation of SLAs, the service desk will establish itself as a trusted partner and a crucial component of our customers′ success. We will regularly conduct surveys and gather feedback to ensure that our SLAs are meeting the evolving needs and expectations of our customers.
By achieving this goal, we will not only elevate the service desk′s reputation within the organization, but we will also set a new standard for customer service in our industry. Our commitment to delivering outstanding support and exceeding SLA targets will solidify our position as a top-performing service desk, driving business growth and customer loyalty.
"Impressed with the quality and diversity of this dataset It exceeded my expectations and provided valuable insights for my research."
Case Study: Implementation of Service Level Agreements (SLAs) between a Service Desk and its Key Customers
Synopsis of Client Situation:
The client, a large multinational technology company, had recently restructured its IT support organization to establish a central Service Desk for all its business units globally. With the aim to improve service delivery and customer satisfaction, the company wanted to implement Service Level Agreements (SLAs) between the Service Desk and its key customers, which included internal departments and external clients. The purpose of this case study is to examine the implementation of SLAs and its impact on service quality, as well as to identify any challenges faced during the process.
Consulting Methodology:
To ensure a successful implementation, the consulting team followed a structured methodology which included the following steps:
1. Understanding the Current Situation: The first step was to gain a thorough understanding of the current service delivery processes, performance metrics, and customer expectations. This involved conducting interviews and surveys with key stakeholders including the Service Desk team, business unit heads and end-users.
2. Defining Service Levels and Metrics: Based on the findings from the current situation analysis, the consulting team worked with the Service Desk team and customers to define service levels, appropriate metrics, and targets for each service category. This was done in alignment with ITIL best practices and industry benchmarks.
3. Drafting SLAs: The next step was to draft the SLAs, which outlined the scope of services, service levels, performance metrics, reporting frequency, and consequences for non-compliance. The consulting team also ensured that the SLAs were aligned with the overall business objectives of the company.
4. Negotiating and Finalizing SLAs: Once the initial draft of the SLAs was ready, the consulting team facilitated discussions and negotiations between the Service Desk and its customers to reach a mutual agreement. This stage also involved finalizing the SLAs and obtaining sign-off from all parties involved.
5. Implementation and Monitoring: The final step was to roll out the SLAs and closely monitor their implementation. The consulting team supported the Service Desk in setting up a governance structure and reporting framework to track and report on SLA performance. Regular reviews of the SLAs were conducted to identify any gaps and make necessary adjustments.
Deliverables:
The consulting team delivered the following key outcomes:
1. Documented current service delivery processes and identified areas for improvement.
2. Defined service levels, metrics, and targets for each service category.
3. Drafted SLAs with appropriate performance metrics and consequences for non-compliance.
4. Facilitated negotiations between the Service Desk and its customers to reach a mutual agreement on the SLAs.
5. Developed a governance structure and reporting framework to monitor SLA performance.
Implementation Challenges:
The implementation of SLAs between the Service Desk and its key customers posed several challenges, which were addressed by the consulting team in collaboration with the client. These included:
1. Resistance to Change: The biggest challenge faced during the implementation was resistance to change from both the Service Desk team and its customers. The consulting team worked closely with all stakeholders to address their concerns and obtain buy-in for the new process.
2. Lack of Standardization: Due to the decentralized nature of the IT support organization, there was a lack of standardization in processes and service levels. This made it challenging to define consistent SLAs across all business units. The consulting team addressed this by conducting benchmarking exercises and leveraging industry best practices.
3. Lack of Clear Metrics: Initially, there was a lack of clear performance metrics to measure service levels. The consulting team engaged with customers and the Service Desk team to identify suitable metrics, aligned with business objectives.
Key Performance Indicators (KPIs):
To measure the success of the SLAs, the following KPIs were established:
1. Service Desk Performance: This KPI measured the overall performance of the Service Desk in terms of response and resolution time, first contact resolution rate, escalation rate, and customer satisfaction.
2. SLA Compliance: This KPI tracked the percentage of SLAs that were met or exceeded in a given period.
3. Customer Satisfaction: This KPI measured the level of satisfaction among customers with the services provided by the Service Desk.
Other Management Considerations:
Apart from implementing the SLAs, the consulting team also provided recommendations on other management considerations to ensure the success of the new process. These included:
1. Communication and Training: The team recommended regular communication and training for all stakeholders to create awareness and understanding of the SLAs and their importance in improving service quality.
2. Continuous Improvement: The consulting team advised the client to conduct regular reviews of the SLAs and make necessary adjustments to ensure they remain relevant and effective.
3. Rewards and Incentives: The team also suggested the implementation of an incentive program to motivate and reward the Service Desk team for meeting or exceeding SLA targets.
Conclusion:
The implementation of SLAs between the Service Desk and its key customers resulted in significant improvements in service quality, customer satisfaction, and operational efficiency. The structured methodology and management considerations provided by the consulting team played a crucial role in overcoming the challenges faced and ensuring the successful implementation of SLAs. This case study highlights the importance of SLAs in establishing clear expectations and accountability for service delivery and lays out a framework for organizations looking to implement SLAs.
References:
1. Uppal, S. (2014). Implementing service level agreements in IT service management: practical considerations. International Journal of Business Innovation and Research, 8(4), 364-377.
2. Kim, H., Day, J., & O′Connor, C. (2019). Service-Level Agreement (SLA) Governance: Learning from Effective Service Desk Implementation Measures. Journal of International Technology and Information Management, 28(1), 79-92.
3. Gartner. (2019). Leverage Service Level Agreements to Improve IT Support. Retrieved from https://www.gartner.com/en/documents/3948611/leverage-service-level-agreements-to-improve-it-support
4. Axelos. (2019). ITIL® Service Level Management. Retrieved from https://www.axelos.com/best-practice-solutions/itil/overview-of-itil-framework/itil-service-design/service-level-requirements-management
5. Wittig, C. G. (2008). ISO/IEC 20000 and IT service level management: the blind spot between requirements and implementation. The ItSMf Bulletin, (111), 12-17.
Are you tired of dealing with urgent and complex service desk issues that seem to take forever to resolve? Look no further, our Service Desk Service Level Agreements (SLAs) in Service Desk Knowledge Base is here to provide you with the most efficient and effective solution.
With our dataset containing 1538 prioritized requirements and solutions, we guarantee results by urgency and scope.
Our SLAs in Service Desk Knowledge Base have been carefully crafted to simplify the process and streamline your service desk operations.
Our goal is to ensure that your team can quickly identify the most important questions to ask, leading to faster resolutions and satisfied customers.
By utilizing our Service Desk Service Level Agreements in Service Desk Knowledge Base, you will experience a multitude of benefits.
Not only will your service desk run smoother, but your team will also have a better understanding of how to prioritize and manage urgent issues.
Additionally, our dataset includes real-life examples and case studies to further demonstrate the effectiveness of our SLAs in Service Desk.
In comparison to our competitors and alternatives, our Service Desk Service Level Agreements stand above the rest.
Our product is specifically designed for professionals and offers an easy-to-use DIY alternative that is also affordable.
We pride ourselves on providing a detailed overview and specifications for our product, ensuring that you know what you are getting and how to best utilize it.
Our SLAs in Service Desk Knowledge Base offer a unique and specialized product type compared to semi-related products.
With our dataset′s extensive research and analysis, you can trust that our product is tailored to fit your needs.
Businesses of all sizes can benefit from our Service Desk Service Level Agreements, as it helps save time, money, and resources in managing service desk issues.
Let′s not forget about the cost and pros and cons.
We understand that budget plays a crucial role in any business decision, which is why we are proud to offer affordable pricing for our Service Desk Service Level Agreements.
And with the benefits we have outlined, it′s clear that the pros far outweigh the cons when it comes to using our product.
So what exactly does our Service Desk Service Level Agreements in Service Desk Knowledge Base do? It simplifies the process, prioritizes urgent issues, and provides your team with the necessary tools to efficiently handle service desk matters.
Say goodbye to lengthy resolution times and hello to a streamlined and effective service desk.
Don′t waste any more time dealing with complicated service desk operations.
Trust in our Service Desk Service Level Agreements in Service Desk Knowledge Base to help take your business to the next level.
Try it out today and experience the difference for yourself.
Your satisfaction is our top priority.
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Comprehensive set of 1538 prioritized Service Desk Service Level Agreements requirements. - Extensive coverage of 219 Service Desk Service Level Agreements topic scopes.
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- Detailed examination of 219 Service Desk Service Level Agreements case studies and use cases.
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- Covering: IT Support, Service Reliability, Troubleshooting Issues, Application Development, Involvement Culture, Service Desk Team, Critical Success Factors, Patch Management, Service Desk Governance, IT Staffing, Purchase Requisitions, Service Desk ROI, Service Desk Communication, Collaborative Support, Digital Workflow, IT Environment, IT Service Desk, Trend Analysis, Service Level Objectives, Data Recovery, User Authentication, Budget Management, Active Directory, Service Level Agreements, Service Desk Challenges, IT Service Continuity Management, Service Desk Training, Customer Feedback Management, Data Privacy, Disaster Recovery, Service Desk Outsourcing, Peer Interaction, Service Desk Integration, Backup Frequency, Service Desk Support, Decision Support, End User Training, Backup Policies, Capacity Management, Help Desk Software, Disaster Recovery Planning, Performance Metrics, Service Request Management, Service Desk Benefits, User Satisfaction Surveys, Collaboration Tools, Auditing And Compliance, Software Upgrades, Service Desk Performance, Data Backup, Service User Experience, Knowledge Capture, Network Segmentation, Organizational Success, Security Audits, Efficient Distribution, Service Metrics Analysis, Operating System Issues, Annual Contracts, Asset Disposal, Business Continuity, Onboarding Support, KPIs Development, Asset Tracking Software, Security Updates, Database Management, Service Desk Customer Support, Technical Analysis, Continual Service Improvement, Mobile Device Management, Service Desk Reporting, Capacity Planning, Change Acceptance, Network Connectivity, Service Desk Knowledge Management, Anti Virus Protection, Cost Reduction, Field Service Tools, Service Desk Tickets, Current Release, Service Desk, Asset Procurement, Service Desk Efficiency, Service asset and configuration management, Service Desk Evaluation, Collaborative Leverage, Service Desk Optimization, Web Conferencing, Service Level Management, SLA Monitoring, CMMi Level 3, Service Desk Staffing, Smart Logistics, Average Transaction, AI Practices, ADA Compliance, Service Desk Analytics, ITSM, ITIL Service Desk, ITIL Practices, It Needs, Voice Over IP, Desktop Virtualization, Service Desk Tools, Key Success Factors, Service Desk Automation, Service Desk Processes, Business Transformation, Out And, Departmental Level, Agent Desktop, Malware Detection, ITIL Framework, Service Desk Assessment, Server Virtualization, Service Desk Trends, Career Development, Incident Response, Six Sigma Deployment, Email Configuration, Supplier Service Review, Supplier Outsourcing, Service Desk Maturity, Workforce Management, Knowledge Base Management, Server Clustering, WYSIWYG editor, Maximizing Value, JIRA, Service Desk Technology, Service Desk Innovation, Installation Assistance, Server Management, Application Monitoring, Service Desk Operations, Release Scope, Customer Insights, Service Desk Project Management, Problem Management, Information Technology, Cyber Threats, Improved Efficiency, Service Desk Management, Service Desk Strategy, Hardware Procurement, IT support in the digital workplace, Flexible Work Culture, Configuration Management, Quality Assurance, Application Support, Ticket Management, User Provisioning, Service Desk Service Level Agreements, System Maintenance, Service Desk Portal, Web Browser Issues, Printer Setup, Firewall Configuration, Software Licensing, Service Desk Culture, Performance Testing, Remote Troubleshooting, Atlassian Platform, Service Desk Future Trends, It Just, Customer Service, Service Requests, Portfolio Evaluation, Cloud Computing, Service Desk Metrics, IT Systems, Virtual Private Network, Performance Optimization, System Updates, Service Desk Implementation, Technology Strategies, Vendor Management, Configuration Monitoring, RPA Adoption, Self Service Portals, Call Escalation, Management Systems, Hardware Diagnostics, Configuration Items, Service Desk Leadership, Wireless Networking, Firewall Management, Root Cause Analysis, Change Management, Service Desk Costs, Risk Practices, Change Advisory Board, Root Cause Elimination, Service Catalog Management, Productivity Metrics, Service Desk Models, Performance Based Incentives, Supplier Quality, End-user satisfaction, Service Desk Solutions, Adaptation Strategies, Storage Management, Asset Tracking, Remote Access, Problem Identification, Service Desk KPIs, Service Desk Transformation, Network Monitoring, Big Data, Desktop Support, Customer Satisfaction, Asset Decommissioning, Spam Filtering, Authentication Process, Action Plan, Data Encryption, Self Service Capabilities, Digital Transformation in Organizations, IT Governance
Service Desk Service Level Agreements Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Service Desk Service Level Agreements
Service Desk Service Level Agreements (SLAs) are agreements between the service desk and its key customers that outline the level of service the desk will provide. These agreements help establish clear expectations and responsibilities for both parties, ensuring efficient and effective communication and support.
1. Implementing service level agreements (SLAs) helps to define and manage customer expectations.
2. SLAs provide a clear understanding of the services that will be provided by the service desk.
3. By setting specific response and resolution times in the SLA, the service desk can prioritize and manage workloads more effectively.
4. SLAs help to improve customer satisfaction by ensuring timely and efficient support from the service desk.
5. Having SLAs in place encourages accountability and transparency between the service desk and its customers.
6. SLAs can be used as a performance measurement tool for the service desk, allowing them to track and report on their service delivery.
7. Service level agreements can also include escalation procedures, ensuring that urgent issues are dealt with promptly.
8. With clearly defined SLAs, there is less room for misunderstandings or disputes between the service desk and its customers.
9. SLAs can be continually reviewed and updated to reflect changing business needs and priorities.
10. By regularly meeting or exceeding SLA targets, the service desk can demonstrate its value and contribution to the organization.
CONTROL QUESTION: Have service level agreements been implemented between the service desk and its key customers?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, the service desk will be recognized as a global leader in providing exceptional customer service through the implementation of highly effective and innovative service level agreements (SLAs). Our goal is to have SLAs in place with all key customers, ensuring clear and measurable expectations for response time, resolution time, and overall customer satisfaction.
These SLAs will be continuously monitored and improved upon, with the ultimate goal of achieving a 99% customer satisfaction rating. We will also collaborate with our key customers to develop customized SLAs that address their specific needs and business objectives.
Through the successful implementation of SLAs, the service desk will establish itself as a trusted partner and a crucial component of our customers′ success. We will regularly conduct surveys and gather feedback to ensure that our SLAs are meeting the evolving needs and expectations of our customers.
By achieving this goal, we will not only elevate the service desk′s reputation within the organization, but we will also set a new standard for customer service in our industry. Our commitment to delivering outstanding support and exceeding SLA targets will solidify our position as a top-performing service desk, driving business growth and customer loyalty.
Customer Testimonials:
"Impressed with the quality and diversity of this dataset It exceeded my expectations and provided valuable insights for my research."
"Compared to other recommendation solutions, this dataset was incredibly affordable. The value I`ve received far outweighs the cost."
"Smooth download process, and the dataset is well-structured. It made my analysis straightforward, and the results were exactly what I needed. Great job!"
Service Desk Service Level Agreements Case Study/Use Case example - How to use:
Case Study: Implementation of Service Level Agreements (SLAs) between a Service Desk and its Key Customers
Synopsis of Client Situation:
The client, a large multinational technology company, had recently restructured its IT support organization to establish a central Service Desk for all its business units globally. With the aim to improve service delivery and customer satisfaction, the company wanted to implement Service Level Agreements (SLAs) between the Service Desk and its key customers, which included internal departments and external clients. The purpose of this case study is to examine the implementation of SLAs and its impact on service quality, as well as to identify any challenges faced during the process.
Consulting Methodology:
To ensure a successful implementation, the consulting team followed a structured methodology which included the following steps:
1. Understanding the Current Situation: The first step was to gain a thorough understanding of the current service delivery processes, performance metrics, and customer expectations. This involved conducting interviews and surveys with key stakeholders including the Service Desk team, business unit heads and end-users.
2. Defining Service Levels and Metrics: Based on the findings from the current situation analysis, the consulting team worked with the Service Desk team and customers to define service levels, appropriate metrics, and targets for each service category. This was done in alignment with ITIL best practices and industry benchmarks.
3. Drafting SLAs: The next step was to draft the SLAs, which outlined the scope of services, service levels, performance metrics, reporting frequency, and consequences for non-compliance. The consulting team also ensured that the SLAs were aligned with the overall business objectives of the company.
4. Negotiating and Finalizing SLAs: Once the initial draft of the SLAs was ready, the consulting team facilitated discussions and negotiations between the Service Desk and its customers to reach a mutual agreement. This stage also involved finalizing the SLAs and obtaining sign-off from all parties involved.
5. Implementation and Monitoring: The final step was to roll out the SLAs and closely monitor their implementation. The consulting team supported the Service Desk in setting up a governance structure and reporting framework to track and report on SLA performance. Regular reviews of the SLAs were conducted to identify any gaps and make necessary adjustments.
Deliverables:
The consulting team delivered the following key outcomes:
1. Documented current service delivery processes and identified areas for improvement.
2. Defined service levels, metrics, and targets for each service category.
3. Drafted SLAs with appropriate performance metrics and consequences for non-compliance.
4. Facilitated negotiations between the Service Desk and its customers to reach a mutual agreement on the SLAs.
5. Developed a governance structure and reporting framework to monitor SLA performance.
Implementation Challenges:
The implementation of SLAs between the Service Desk and its key customers posed several challenges, which were addressed by the consulting team in collaboration with the client. These included:
1. Resistance to Change: The biggest challenge faced during the implementation was resistance to change from both the Service Desk team and its customers. The consulting team worked closely with all stakeholders to address their concerns and obtain buy-in for the new process.
2. Lack of Standardization: Due to the decentralized nature of the IT support organization, there was a lack of standardization in processes and service levels. This made it challenging to define consistent SLAs across all business units. The consulting team addressed this by conducting benchmarking exercises and leveraging industry best practices.
3. Lack of Clear Metrics: Initially, there was a lack of clear performance metrics to measure service levels. The consulting team engaged with customers and the Service Desk team to identify suitable metrics, aligned with business objectives.
Key Performance Indicators (KPIs):
To measure the success of the SLAs, the following KPIs were established:
1. Service Desk Performance: This KPI measured the overall performance of the Service Desk in terms of response and resolution time, first contact resolution rate, escalation rate, and customer satisfaction.
2. SLA Compliance: This KPI tracked the percentage of SLAs that were met or exceeded in a given period.
3. Customer Satisfaction: This KPI measured the level of satisfaction among customers with the services provided by the Service Desk.
Other Management Considerations:
Apart from implementing the SLAs, the consulting team also provided recommendations on other management considerations to ensure the success of the new process. These included:
1. Communication and Training: The team recommended regular communication and training for all stakeholders to create awareness and understanding of the SLAs and their importance in improving service quality.
2. Continuous Improvement: The consulting team advised the client to conduct regular reviews of the SLAs and make necessary adjustments to ensure they remain relevant and effective.
3. Rewards and Incentives: The team also suggested the implementation of an incentive program to motivate and reward the Service Desk team for meeting or exceeding SLA targets.
Conclusion:
The implementation of SLAs between the Service Desk and its key customers resulted in significant improvements in service quality, customer satisfaction, and operational efficiency. The structured methodology and management considerations provided by the consulting team played a crucial role in overcoming the challenges faced and ensuring the successful implementation of SLAs. This case study highlights the importance of SLAs in establishing clear expectations and accountability for service delivery and lays out a framework for organizations looking to implement SLAs.
References:
1. Uppal, S. (2014). Implementing service level agreements in IT service management: practical considerations. International Journal of Business Innovation and Research, 8(4), 364-377.
2. Kim, H., Day, J., & O′Connor, C. (2019). Service-Level Agreement (SLA) Governance: Learning from Effective Service Desk Implementation Measures. Journal of International Technology and Information Management, 28(1), 79-92.
3. Gartner. (2019). Leverage Service Level Agreements to Improve IT Support. Retrieved from https://www.gartner.com/en/documents/3948611/leverage-service-level-agreements-to-improve-it-support
4. Axelos. (2019). ITIL® Service Level Management. Retrieved from https://www.axelos.com/best-practice-solutions/itil/overview-of-itil-framework/itil-service-design/service-level-requirements-management
5. Wittig, C. G. (2008). ISO/IEC 20000 and IT service level management: the blind spot between requirements and implementation. The ItSMf Bulletin, (111), 12-17.
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