00529nam a2200181Ia 450000100060000000800410000602000180004704000130006508200190007810000180009724500840011526000090019930000110020854600070021994200070022699900170023395200970025013217140402s9999    xx            000 0 und d  a0-412-54240-4  cPK-LaUMT  a 346.02bHIL-S  aHiles, Andrew  aService level agreements : Measuring cost and quality in servicecHiles, Andrew  c1993  a126 p.  aEN  cBK  c13911d13911  00104070a01b01d2014-04-02l0o 346.02 HIL-Sp14581r2014-04-21 00:00:00w2014-04-21yBK