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01296cam a22003374a 4500 001 C17301682B0111DE8159B907A8D7520A 005 200904162242.0 008 020531s2002 inuab b 001 0 eng 010 $a 2002008682 020 $a 9780471210122 (pbk. : alk. paper) 020 $a 0471210129 (pbk. : alk. paper) 035 $a (OCoLC)50004019 040 $a DLC $c DLC $d SILO $d IWA $d SILO 050 00 $a TK5102.84 L44 2002 100 1 $a Lee, John J., $d 1961- 245 1 $a Integrating service level agreements : $b optimizing your OSS for SLA delivery / $c John J. Lee, Ron Ben-Natan. 260 $a Indianapolis, Ind. : $b Wiley, $c c2002. 300 $a xvii, 446 p. : $b ill., maps ; $c 24 cm. 504 $a Includes bibliographical references (p. 433-435) and index. 650 0 $a Telecommunication $x Quality control. 650 0 $a Service-level agreements. 650 0 $a Telecommunication $x Customer service. 650 0 $a Internet service providers. 650 0 $a Information technology. 700 1 $a Ben-Natan, Ron. 856 41 $3 Table of contents $u http://www.loc.gov/catdir/toc/wiley023/2002008682.html 939 $a 4638766 941 $a 1 952 $l USUX851 $d 20160820032544.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=C17301682B0111DE8159B907A8D7520A 994 $a 02 $b IWAInitiate Another SILO Locator Search