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Publication
Are you an EPFL student looking for a semester project?
Work with us on data science and visualisation projects, and deploy your project as an app on top of GraphSearch.
We present our experience of a three-week fieldwork in the form of a contextual inquiry with a service manager at the EPFL IT department. During these three weeks, we encounter a refusal of a user committee to sign a service-level agreement (SLA). We describe the context in which this refusal occurs, and we uncover our findings about the core of ITIL’s service-level management that building relationships is more important than bounding to a contract.