Reference
Book- “How To Establish Service Level Agreements”, book, Naomi Karten 
White Paper – “Negotiating An Effective Service Level Agreement – II” Gray, Gilbert & Tobin
Computerworld July 7, 1999 article “Building a better service-level agreement” by Deborah Radcliff
Book- ‘The Complete Guide To I.T. Service Level Agreements, “ –book Feb 6, 1999, Andrew Hiles
White paper – HP IT Service Management Reference Model 
Network Management Forum, "Performance Reporting Definitions Document", Issue 1, Apr 1997.
IETF Network Working Group, "RFC 1566 Mail Monitoring MIB", N. Freed Ed, Jan 1994.
Book- “Service Level Agreements – Managing Cost & Quality in Service” Relationships, 1993, Chapman & Hall
Electronic Messaging Association Messaging Magazine January/February 1996, Clive Horton
Forbes Web Page – 9/7/1998 article "Killer Technologies Management Strategies" by James Champy 
IBM Customer Solution Series Web Pages 
Digital-Compaq Services, article, June 8, 1998, "Digital Introduces New and Enhanced Business Critical Services and Capabilities" 
White paper – Proven Solutions Inc., "Measuring High Availability Power Protection Systems-The Power Availability Index" 
White paper – DMR Consulting Group Inc., an Amdahl Company, "Managing Information Technology to Achieve Results" 
White paper – "Negotiating an Effective Service Level agreement – I" by Anne Cain, Lawyer, Gilbert & Tobin 
InformationWeek Dec 7 1998 article "Call Centers Evolve Into Customer Data Sources – Open Platforms Spur Service Expansion" by Mary E. Thyfault 
Computerworld March 23 1998 article "Wal-Mart's Help Desk Helps Itself" by Kim Girard 
InfoWorld April 20 1998 article "Ten Ways to Improve your Help Desk (And They Don't Cost Much Money)" copyright 1998 InfoWorld Media Group Inc. 
Software Magazine July 1998 article " The World's Greatest Help Desk" by Rick Whiting 
Computerworld July 6 1998 article "Help Desk Tools Gain Ground" by Kim Girard 
PC Week August 3 1998 article " Do It Yourself Help System" by Herb Bethoney 
InternetWeek August 3 1998 article "Help Desks Can Boost IT's Corporate Image" by Ralph Baskin 
White Paper- “A Guide to Monitoring the Performance and Availability of Microsoft Exchange Server” 1999, Tom Kemp
InformationWeek Oct. 26 1998 article " What to Look for in Metrics" by Noah Schactman 
Computerworld Feb 23 1998 article " An Investment in Uptime" by Laura DiDio