Tapandjieva, GoricaRegev, GilWegmann, Alain2016-05-302016-05-302016-05-302016https://infoscience.epfl.ch/handle/20.500.14299/126384We 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.serviceservice managementservice-level agreementaction researchcontextual inquirytext::conference output::conference proceedings::conference paper