TY  - BOOK
AU  - McConnell 
TI  - Practical service level management : delivering high quality Web-based services 
SN  - 158705079X 
U1  - 658.0546 MCC 2004 
PY  - 2004///
CY  - Indianapolis
PB  - Cisco Press
KW  - Business enterprises
KW  - Computer networks
KW  - Management
N1  - Includes index
ER  -