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IT Automation: The Quest for Lights Out by Howie Lyke

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SAMPLE

IT Operations Internal Service Level Agreement

Between IT Operations

and

The Information Technology Organization

Effective ( Date )

Version 1.0

Overview

This Internal Service Level Agreement is an agreement between IT operations and the IT organization to support all key functional areas within IT: the different applications and product development, business systems, and technical architecture. Although these functional areas are tightly coupled, their IT service requirements differ in time frame and scope.

The objective of the Internal Service Level Agreement is to arrive at a mutually satisfactory consensus for services provided by IT operations to the IT organization as a whole. This will be accomplished by identifying and documenting ...

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