TY  - BOOK
AU  - McConnell, John
AU  - Siegel, Eric D
TI  - Practical service level management : delivering high quality Web-based services
SN  - 9781587050794
SN  - 200109739
U1  - 658.0546 MCC 
PY  - 2004///
CY  - Indianapolis, IN
PB  - Cisco ; Pearson Education
KW  - Business enterprises - Computer networks - Management
N1  - Includes index
ER  -