Publication

SLA: to Sign or Not to Sign

Alain Wegmann, Gil Regev, Gorica Tapandjieva Sekulovska
2016
Conference Papers

Abstract

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 service-level 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.

Official source

https://infoscience.epfl.ch/entities/publication/fc65bbed-f3d6-4f7c-882f-afe008a05bb7

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SLA: to Sign or Not to Sign

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Biobased surfactant

Biobased surfactants

Special termination for log canonical pairs