Foundations of Service Level Management by Rick Sturm and Wayne Morris SamsApril 2000Though a fair amount of the content in this primer is directed toward maintaining internal service levels, it also dedicates plenty of information to service providers looking to maintain SLAs.
With margins on hardware and software growing ever slimmer, smart channel partners have been looking for ways to transition from traditional reseller and break-fix roles into managed service providers. Channel Insider takes a look at some useful books that VARs can read to help jump-start their managed services efforts.
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