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Scorecard, 139–142
Service delivery, 4–5, 7–9, 10–16, 89–93, 233–236, 271–282
Service delivery manager, 37–38
Service delivery tiers, 98–100
Service delivery tools, ix–xiv, xvi–xvii, 100–103, 271–282
Service level agreement (SLA), 5–6, 13–14, 17, 93–114
Service request, 89–93, 98–100, 247–252, 271–282,
Software development lifecycle (SDLC), 16, 116–117, 120–123, 184–192, 217
Sponsor, 34, 103–105, 129–134, 158–162
Strategic plan, 73–88, 253–262, 317–320
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