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Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition by Michael Kunas

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CHAPTER 11: RELATIONSHIP PROCESSES

The relationship processes describe the two aspects of business relationship management and supplier management. The Standard focuses on the role of the service provider (often the IT organisation of a company), which is logically set between customers and suppliers.

Both customers and suppliers may be within, or outside, the service provider organisation. The contracts are generally distinguished by the following three levels:

 

• The agreements between the customer and the service providers are called Service Level Agreement (SLAs).

• Necessary external support (suppliers) for the agreed IT services is formalised with Underpinning Contracts (UC).

• Operational Level Agreements (OLA) govern the relations within ...

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