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The Service Level Agreement (SLA) is one of the most critical parts - if not the key element - of IT Service Management. But as important as they are, they also can be complicated to set up. And some say they can be tricky to get right. However, when administrators do get them right, those SLAs not only help IT become more efficient, they enable IT to help the business. And that is the basic goal of IT Service Management (ITSM).
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