@article{Pietsch2006,
  author    = {Wolfram Pietsch},
  title     = {Customer-Oriented Specification and Evaluation of IT Service Level Agreements},
  journal   = {Software process improvement : Elektronische Ressource : 12th European conference ; proceedings / EuroSPI 2005, Budapest, Hungary, November 9 - 11, 2005. Ita Richardson ... (ed.)},
  pages     = {83 -- 94},
  year      = {2006},
}