TY  - BOOK
AU  - McConnell,John
AU  - Siegel,Eric
TI  - Practical service level management: delivering high quality web-based services 
SN  - 158705079X
AV  - HD30.37  .M36 2004
PY  - 2004///
CY  - Indianapolis, IN
PB  - Cisco Press
KW  - Business enterprises
KW  - Computer networks
KW  - Management
ER  -