Proceedings of the 2nd International Workshop on Socio-Technical Perspective in IS Development co-located with 28th International Conference on Advanced Information Systems Engineering (CAiSE 2016)
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.