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“Integrating Service Level Agreements: Optimizing Your OSS for SLA Delivery”. By John Lee and Ron Ben-Natan. Published June 14, 2002, by John Wiley and Sons, available on Amazon.com.
"Exceptionally well thought out and written," August 7, 2002. “This book is among the most coherent and on target approaches to integrated service level management I've read. The most appropriate audience includes IT and switch engineering professionals in the wireless, LEC and CLEC industries, although those working for ISPs, manager service providers and ASPs will find the material closely aligned to their environments as well.”