摘要：SLM的任务就是要在IT服务质量、客户关系、以及IT服务成本三者之间博弈，以寻找最有利的平衡点。SLM管理需要涉及到服务目录、SLA（服务级别协议）、OLA（操作级别协议）和UC（支持协议）等关键管理要素。
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