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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Appendix B. Sample Service Level Agreement

REVISION DATE: 6 August, 1999
Area of Responsibility Signature Date
Customer: Mfg Plant Mgr Nicole Sano ________________________________
Customer Functional Mgr: Shannon Kullmann ________________________________
IT Program Mgr: Jonathan Matthews ________________________________
IT ISD Mgr: Paul Bardanis ________________________________
IT Appl. Support: Maria Tardugno ________________________________

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