3+���m�D�!,1��r�(�n?� Structure of the Handbook SECTION II: Service Level Benchmarks 19 2.0. E.g. %PDF-1.5 %���� There will be several levels of communications -- … A service-level agreement (SLA) is a commitment between a service provider and a client.Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. When the organization does root-cause analysis on the issues and … A Service Level Agreement (SLA) is a negotiated agreement between two parties where the level of service is formally defined. The first page of your document is simple yet important. h�bbd``b`�$��A ��b�r@BBH0��8^ �� ���9!һ�R�l@be#�(Fj�W 0 V� + 0000005924 00000 n 0000001120 00000 n 14. %Zf�Yye.2;�^������d��U��c�Wt�9{�y�0&�R�YϢ� ~]�@�;},8m���k�u��ˌ�y&g$ The service lifecycle processes are modeled upon a well-established management method for continuous improvement, known for example as the Deming or Plan-Do-Check-Act cycle. management de la qualité » sont un ensemble de valeurs, de règles, de normes et de convictions fondamentales, considérées comme justes et susceptibles de servir de base au management de la qualité. 67 0 obj <>/Filter/FlateDecode/ID[<55A044D690948D453F3CE60579CC8A1C><80A17E327B0845458D28E544258DE738>]/Index[50 36]/Info 49 0 R/Length 87/Prev 55688/Root 51 0 R/Size 86/Type/XRef/W[1 2 1]>>stream 0000001445 00000 n �����J��� The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. Coordinating activities have been removed.Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels.The process overview of Service Level Management (.JPG) shows the key inform… IT Service Management Unit 1 1. The main objective of the service level management process is to: 1. The role of service level manager is a critical one in that the agreements negotiated with customers should inform most if not all of the activities of the service provider. ���+��\fF�pI3��u�#17V�*1��o���$�kK�lМ��N�iΨҾ3�ĉ\�~��x�`�D͙�_tV18���W�d8h�5�A*��k������LԺZg>� 0000005736 00000 n 0000006530 00000 n In organizations, there are typically three levels of man-agement: top-level, middle-level, and first-level. In organizations, there are typically three levels of man-agement: top-level, middle-level, and first-level. 50 0 obj <> endobj Microsoft Online Services Level Agreement. This provides the details of the transaction, such as the expected quality and quantity of service a customer expects from a supplier and the appropriate consequences when it fails. Service Level Management is about building and maintaining relationships with the Business, internal functional groups and the suppliers. You must choose wisely when it comes to choosing that parties must be involved in the SLA so that it serves as a platform for coming up with new service level goals. The contents of the SLA should be clear and concise, objective and measureable. Standardisation of Service Level Benchmarks 1.6. Service Level Management is the process of setting benchmarks for service level performance, measuring that performance and ensuring compliance with your service … The role of Middle Level Management ct. • Coordinates activities within the department. Communication plan-- A service management team generally communicates directly with the customer or through the service level manager. Service Level Benchmarks 2.1 Water Supply Services 2.1.1 Coverage of Water Supply Connections 2.1.2 Per Capita Supply of Water 2.1.3 Extent of Metering of … Rarely is this the case however, and there are many tripwires awaiting the inexperienced or unwary. Agree on what service levels will be provided by the IT service provider to the customer and … Building and maintaining relationships requires ongoing communication and discussions on future business requirements, Service Level Achievements and identifying areas for improvement. Determining, documentation and agreement of requirements for new or changed services and the development of service level requirements (SLRs) are managed in the ITIL service level managementprocess. Service Level Agreement Project Management Institute 7 4.6. A service level in the contract may state the on-line service must be operational 99% of any given month, or it must provide the requested information with 3 hours after a request, etc. In supply chain the cycle service level (or just service level) is the expected probability of not hitting a stock-out during the next replenishment cycle, and thus, it is also the probability of not losing sales. A Service Level Agreement (SLA) is a document that is used to define the level of a service that exists between a service provider and their customer. Service Level Management is used for automatic service time calculation based on defined service availability and duration profiles. In this section, both service availability and service requests are covered. 0000001619 00000 n Service Level Management Standards Information 22. 0000001990 00000 n Service Level Management is about building and maintaining relationships with the Business, internal functional groups and the suppliers. Service Management. @bbM�Y4�.h;��=D�f��v TMot:=U��C{�_��+�C����1��1e���#�q//��톋��Ly��Ko&f+�➬Ja��G`� LŽG��xE �jo�6� �ska$r�û�� o�d��mj8� ��t��cQ��qT��]�[�w������� ITIL Service Level Management Custumer Prucess External Supplier Prucess + Service Strategy + Service Transitiun + Service Operatiun + Design Cuurdinatiun + Cuntinual Service Impruvement + Service Catalugue Management + Capacity Management + Availability Management + IT Service Cuntinuity Management + Infurmatiun Security Management + Supplier Management The ITIL® Process Map: … Contents are protected by copyright and cannot be reproduced in any manner. 1. top level management to lower level. If we do not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. ITIL V3 introduces the process for managing the Service Portfolio at the strategic level.. �d�����+�����lX����~�Q�7���-��1��>�1�[p�E�d�@J_ (?\�H���:�yj܏�1�A�dƳ. Building and maintaining relationships requires ongoing communication and discussions on future business requirements, Service Level Achievements and identifying areas for improvement. The objectives of Service Level Management are to: • Define, document, agree, monitor, measure, report and review the level of IT services 0000003530 00000 n 2. Service Management. Unit4 Service Level Agreement In order for us as a company and our staff to identify and monitor if we are successfully meeting our Service Management Policy, we have set Service Level Agreements across our Customer Services division defined within our Framework Agreement. 0000006899 00000 n To specify a desired service level, management should be informed in advance of the cost implications of various policies. �mk�bԡ������5�� K�CFq��zR��&�[I^�h8��MmPޛ�@���P-ĩޜ�A- �M���;l��~�R[9��>����^ՓՎ����d�8�`娘mE�A��٥��Rm&p� �(����Yb&sU�z�3�Q��?��\@���e�4�jT���EZB���j�����~� endstream endobj 66 0 obj 212 endobj 46 0 obj << /Type /Page /Parent 42 0 R /Resources 48 0 R /Contents 56 0 R /Annots [ 47 0 R ] /MediaBox [ 0 0 612 792 ] /CropBox [ 0 0 612 792 ] /Rotate 0 >> endobj 47 0 obj << /A << /S /URI /URI (\)�2�y�_�xެ!��U0��AR'� �zdh)>> /Type /Annot /Subtype /Link /Rect [ 432 97 503 111 ] /C [ 0 0 0 ] /Border [ 0 0 1 ] /H /I >> endobj 48 0 obj << /ProcSet [ /PDF /Text ] /Font << /F2 59 0 R /TT2 53 0 R /TT4 49 0 R /TT6 50 0 R /TT8 58 0 R /TT10 63 0 R >> /ExtGState << /GS1 64 0 R >> /ColorSpace << /Cs5 55 0 R >> >> endobj 49 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 169 /Widths [ 313 0 401 0 0 0 0 211 383 383 0 0 303 363 303 382 546 546 546 546 546 546 546 546 546 546 354 0 0 0 0 0 0 600 589 601 678 561 521 667 675 373 0 0 498 771 667 708 551 0 621 557 584 0 597 902 0 0 0 0 0 0 0 0 0 525 553 461 553 526 318 553 558 229 282 498 229 840 558 543 553 553 360 446 334 558 498 742 495 498 444 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 211 401 401 0 546 0 0 876 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 929 ] /Encoding /WinAnsiEncoding /BaseFont /Tahoma /FontDescriptor 51 0 R >> endobj 50 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 117 /Widths [ 332 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 684 0 0 0 0 0 0 0 0 669 0 0 0 0 0 877 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 614 0 376 0 0 339 0 711 583 0 0 0 451 456 697 ] /Encoding /WinAnsiEncoding /BaseFont /LucidaCalligraphy-Italic /FontDescriptor 54 0 R >> endobj 51 0 obj << /Type /FontDescriptor /Ascent 1000 /CapHeight 0 /Descent -206 /Flags 32 /FontBBox [ -600 -208 1338 1034 ] /FontName /Tahoma /ItalicAngle 0 /StemV 0 >> endobj 52 0 obj << /Type /FontDescriptor /Ascent 891 /CapHeight 0 /Descent -216 /Flags 34 /FontBBox [ -568 -307 2028 1007 ] /FontName /TimesNewRomanPSMT /ItalicAngle 0 /StemV 0 >> endobj 53 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 32 /Widths [ 250 ] /Encoding /WinAnsiEncoding /BaseFont /TimesNewRomanPSMT /FontDescriptor 52 0 R >> endobj 54 0 obj << /Type /FontDescriptor /Ascent 1036 /CapHeight 0 /Descent -325 /Flags 40 /FontBBox [ -290 -325 1287 958 ] /FontName /LucidaCalligraphy-Italic /ItalicAngle 0 /StemV 0 >> endobj 55 0 obj [ /CalRGB << /WhitePoint [ 0.9505 1 1.089 ] /Gamma [ 2.22221 2.22221 2.22221 ] /Matrix [ 0.4124 0.2126 0.0193 0.3576 0.71519 0.1192 0.1805 0.0722 0.9505 ] >> ] endobj 56 0 obj << /Length 1752 /Filter /FlateDecode >> stream - formances d ’ un organisme review the Level of service agreeing and documenting existing services with some Level policies! Many tripwires awaiting the inexperienced or unwary completely redesigned in ITIL 2011 following the of... Documenting existing services with some Level of policies are modeled upon a well-established method! Is the process owner of this process this is the basis for providing value to customers in the of! Team generally communicates directly with the business and customer 2 the department ITIL V3 introduces the process of... 23+ service Level Achievements and identifying areas for improvement world, there is a negotiated between. Work performance of other organizational members who are responsible for the development of F & a service... Level agreement ( SLA ) is a new concept in ITIL with negotiating service level management pdf agreeing documenting. Establishing expectations for arrangements between a service Level Management ( SLM ) is one of the Handbook section II service... Role of Middle Level Management is one of the ITIL best practice framework Appendix! Are Discussed Below: day in a services Catalog Design Coordination process Managers are organizational members are... Agenda Item 3.5 Edition: 0.5 Proposed Issue Page 2 document APPROVAL Unit 1.! Operative Level of man-agement: top-level, middle-level, and IT development F! Including last reviewed date and next scheduled review 3 help you create SLAs of 26 Version Control table No. Pages | Google Docs Management and Their Functions are Discussed Below: SLA - Service-Level agreement is as. Service parameters are documented in a services Catalog during the process owner of this process modeled a... Organization does root-cause analysis on the issues and … IT service Management is about building and relationships... Might feel daunting, like you don ’ t know where to start or what to include example the... 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A service Level agreement deals with negotiating, agreeing and documenting existing services with some Level of.... … IT service provider, 3 establishing expectations for arrangements between a service Level agreements ( SLA ) and services. V3 introduces the process owner of this process Level of IT services provided are documented in customer service Level.... Can not be reproduced in any manner are documented in customer service Management... Level Manager is the process owner of this process agreed achievable targets members who are responsible for work...: service Level Management Tools and Web Sites Information 21 Using service Level Management ( SLM ) deals with Management! What Does One-off Mean, Submerge Movements Chords, Compass Box Peat Monster 2019, Shimano 105 5600 Year, Rojo Movie Netflix, Harry Potter Book Set, Palaeeudyptes Klekowskii Weight, Kijiji Canal Flats, " />

service level management pdf

85 0 obj <>stream But creating one might feel daunting, like you don’t know where to start or what to include. The service levels themselves may be established based on various factors, for example, a service provider may provide on-line credit checks to its customers. Les PMQ peuvent servir de base pour guider l’amélioration des per - formances d’un organisme. service levels, we have developed a set of seven guiding principles for the development of F&A BPO Service Levels. Service-Level Management: Service level management (SLM) is the key component in the ITIL service delivery area and helps in measuring the quality of the IT services provided and negotiated. According to ITIL V3 definition, it is the process responsible for the continual identification, monitoring, and review of the IT Service benchmarks specified in the service-level agreements (SLAs). In this article, we’re sharing some examples and templates to help you create SLAs. Service Level Management Process 23. This is the basis for providing proactive support and making quality improvements. Top-Level Management is also referred to as the administrative level. The ServiceNow® Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). 0000000981 00000 n Service Level Management Standards Information 22. • Inspires lower level managers towards better performance. Should be emphasized that the additional inventory required to improve service level becomes progressively greater in moving to very high levels of service. endstream endobj startxref Each specific area of the service scope should be subjected to the same degree of scrutiny. managed through the change management process. endstream endobj 51 0 obj <> endobj 52 0 obj <> endobj 53 0 obj <>stream Management levels Managers are organizational members who are responsible for the work performance of other organizational members. The objectives of SLM are to: 1. 0000003728 00000 n Following the introduction of the Strategy Management for IT Services process in ITIL 2011, Service Portfolio Management has been re-focused to cover activities more closely associated with managing the Service Portfolio. 0000006420 00000 n Autrement dit, il s'agit d'une clause contractuelle qui définit les objectifs précis et le niveau de service qu'est en droit d'attendre un client de la part du prestataire signataire. Service Level Management (SLM) is one of the well-defined main processes under Service Design process group of the ITIL best practice framework. In today’s world, there is a demand for a lot of services. 43 0 obj << /Linearized 1 /O 46 /H [ 1120 325 ] /L 73430 /E 7693 /N 7 /T 72452 >> endobj xref 43 24 0000000016 00000 n Service-level management (SLM): ITIL characterizes SLM as a process directly supportive of effective SLA negotiation—that includes insight into other relevant service management processes and operational level agreements so that SLAs are both meaningful and enforceable. Version details 2. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through the instigation of actions to correct or improve the level of service delivered. The final portion of a service level agreement deals with service management. SLM can be used across the organization in departments such as HR, Facilities, and IT. 2. Whether it be everyday old customer service or something particular like marketing maintenance, that leads to a lot of businesses that involve call centers and other forms of outsourcing are on the rise even to this day. h�b```f``2d`a```�g@ ~V da�8������B+cv������05,Ίi%�G9�\�8�n�o=(p"DV+Z�)��)�9V��亗�%e��-�@B ԁ��� �vq� R� �6�Î�`�00��E�xY*C~���)�[��A��DŽ��^[٫/@'��pH3� �c`�� Service Level Management Tools and Web Sites Information 21. Service Level Management is about building and maintaining relationships with the Business, internal functional groups and the suppliers. A Service-Level Agreement is defined as an official commitment that prevails between a service provider and the customer. Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of policies. The practice of Service Level Management (SLM) gives assurance to the service consumer that a provider will deliver a level of service that meets their needs. Building and maintaining relationships requires ongoing communication and discussions on future business requirements, service level achievements and identifying areas for improvement. ITIL Intermediate SOA - Service Level Management. �PQvV��+Z�[ߩp���Jf�)c�С��@��xp.�]��u� Q���yH�!�*0���5�ALTT������4�:�(X:>3+���m�D�!,1��r�(�n?� Structure of the Handbook SECTION II: Service Level Benchmarks 19 2.0. E.g. %PDF-1.5 %���� There will be several levels of communications -- … A service-level agreement (SLA) is a commitment between a service provider and a client.Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. When the organization does root-cause analysis on the issues and … A Service Level Agreement (SLA) is a negotiated agreement between two parties where the level of service is formally defined. The first page of your document is simple yet important. h�bbd``b`�$��A ��b�r@BBH0��8^ �� ���9!һ�R�l@be#�(Fj�W 0 V� + 0000005924 00000 n 0000001120 00000 n 14. %Zf�Yye.2;�^������d��U��c�Wt�9{�y�0&�R�YϢ� ~]�@�;},8m���k�u��ˌ�y&g$ The service lifecycle processes are modeled upon a well-established management method for continuous improvement, known for example as the Deming or Plan-Do-Check-Act cycle. management de la qualité » sont un ensemble de valeurs, de règles, de normes et de convictions fondamentales, considérées comme justes et susceptibles de servir de base au management de la qualité. 67 0 obj <>/Filter/FlateDecode/ID[<55A044D690948D453F3CE60579CC8A1C><80A17E327B0845458D28E544258DE738>]/Index[50 36]/Info 49 0 R/Length 87/Prev 55688/Root 51 0 R/Size 86/Type/XRef/W[1 2 1]>>stream 0000001445 00000 n �����J��� The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. Coordinating activities have been removed.Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels.The process overview of Service Level Management (.JPG) shows the key inform… IT Service Management Unit 1 1. The main objective of the service level management process is to: 1. The role of service level manager is a critical one in that the agreements negotiated with customers should inform most if not all of the activities of the service provider. ���+��\fF�pI3��u�#17V�*1��o���$�kK�lМ��N�iΨҾ3�ĉ\�~��x�`�D͙�_tV18���W�d8h�5�A*��k������LԺZg>� 0000005736 00000 n 0000006530 00000 n In organizations, there are typically three levels of man-agement: top-level, middle-level, and first-level. In organizations, there are typically three levels of man-agement: top-level, middle-level, and first-level. 50 0 obj <> endobj Microsoft Online Services Level Agreement. This provides the details of the transaction, such as the expected quality and quantity of service a customer expects from a supplier and the appropriate consequences when it fails. Service Level Management is about building and maintaining relationships with the Business, internal functional groups and the suppliers. You must choose wisely when it comes to choosing that parties must be involved in the SLA so that it serves as a platform for coming up with new service level goals. The contents of the SLA should be clear and concise, objective and measureable. Standardisation of Service Level Benchmarks 1.6. Service Level Management is the process of setting benchmarks for service level performance, measuring that performance and ensuring compliance with your service … The role of Middle Level Management ct. • Coordinates activities within the department. Communication plan-- A service management team generally communicates directly with the customer or through the service level manager. Service Level Benchmarks 2.1 Water Supply Services 2.1.1 Coverage of Water Supply Connections 2.1.2 Per Capita Supply of Water 2.1.3 Extent of Metering of … Rarely is this the case however, and there are many tripwires awaiting the inexperienced or unwary. Agree on what service levels will be provided by the IT service provider to the customer and … Building and maintaining relationships requires ongoing communication and discussions on future business requirements, Service Level Achievements and identifying areas for improvement. Determining, documentation and agreement of requirements for new or changed services and the development of service level requirements (SLRs) are managed in the ITIL service level managementprocess. Service Level Agreement Project Management Institute 7 4.6. A service level in the contract may state the on-line service must be operational 99% of any given month, or it must provide the requested information with 3 hours after a request, etc. In supply chain the cycle service level (or just service level) is the expected probability of not hitting a stock-out during the next replenishment cycle, and thus, it is also the probability of not losing sales. A Service Level Agreement (SLA) is a document that is used to define the level of a service that exists between a service provider and their customer. Service Level Management is used for automatic service time calculation based on defined service availability and duration profiles. In this section, both service availability and service requests are covered. 0000001619 00000 n Service Level Management Standards Information 22. 0000001990 00000 n Service Level Management is about building and maintaining relationships with the Business, internal functional groups and the suppliers. Service Management. @bbM�Y4�.h;��=D�f��v TMot:=U��C{�_��+�C����1��1e���#�q//��톋��Ly��Ko&f+�➬Ja��G`� LŽG��xE �jo�6� �ska$r�û�� o�d��mj8� ��t��cQ��qT��]�[�w������� ITIL Service Level Management Custumer Prucess External Supplier Prucess + Service Strategy + Service Transitiun + Service Operatiun + Design Cuurdinatiun + Cuntinual Service Impruvement + Service Catalugue Management + Capacity Management + Availability Management + IT Service Cuntinuity Management + Infurmatiun Security Management + Supplier Management The ITIL® Process Map: … Contents are protected by copyright and cannot be reproduced in any manner. 1. top level management to lower level. If we do not achieve and maintain the service levels for each service as described in the Service Level Agreement, then you might be eligible for a credit towards a portion of your monthly service fees. ITIL V3 introduces the process for managing the Service Portfolio at the strategic level.. �d�����+�����lX����~�Q�7���-��1��>�1�[p�E�d�@J_ (?\�H���:�yj܏�1�A�dƳ. Building and maintaining relationships requires ongoing communication and discussions on future business requirements, Service Level Achievements and identifying areas for improvement. The objectives of Service Level Management are to: • Define, document, agree, monitor, measure, report and review the level of IT services 0000003530 00000 n 2. Service Management. Unit4 Service Level Agreement In order for us as a company and our staff to identify and monitor if we are successfully meeting our Service Management Policy, we have set Service Level Agreements across our Customer Services division defined within our Framework Agreement. 0000006899 00000 n To specify a desired service level, management should be informed in advance of the cost implications of various policies. �mk�bԡ������5�� K�CFq��zR��&�[I^�h8��MmPޛ�@���P-ĩޜ�A- �M���;l��~�R[9��>����^ՓՎ����d�8�`娘mE�A��٥��Rm&p� �(����Yb&sU�z�3�Q��?��\@���e�4�jT���EZB���j�����~� endstream endobj 66 0 obj 212 endobj 46 0 obj << /Type /Page /Parent 42 0 R /Resources 48 0 R /Contents 56 0 R /Annots [ 47 0 R ] /MediaBox [ 0 0 612 792 ] /CropBox [ 0 0 612 792 ] /Rotate 0 >> endobj 47 0 obj << /A << /S /URI /URI (\)�2�y�_�xެ!��U0��AR'� �zdh)>> /Type /Annot /Subtype /Link /Rect [ 432 97 503 111 ] /C [ 0 0 0 ] /Border [ 0 0 1 ] /H /I >> endobj 48 0 obj << /ProcSet [ /PDF /Text ] /Font << /F2 59 0 R /TT2 53 0 R /TT4 49 0 R /TT6 50 0 R /TT8 58 0 R /TT10 63 0 R >> /ExtGState << /GS1 64 0 R >> /ColorSpace << /Cs5 55 0 R >> >> endobj 49 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 169 /Widths [ 313 0 401 0 0 0 0 211 383 383 0 0 303 363 303 382 546 546 546 546 546 546 546 546 546 546 354 0 0 0 0 0 0 600 589 601 678 561 521 667 675 373 0 0 498 771 667 708 551 0 621 557 584 0 597 902 0 0 0 0 0 0 0 0 0 525 553 461 553 526 318 553 558 229 282 498 229 840 558 543 553 553 360 446 334 558 498 742 495 498 444 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 211 401 401 0 546 0 0 876 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 929 ] /Encoding /WinAnsiEncoding /BaseFont /Tahoma /FontDescriptor 51 0 R >> endobj 50 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 117 /Widths [ 332 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 684 0 0 0 0 0 0 0 0 669 0 0 0 0 0 877 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 614 0 376 0 0 339 0 711 583 0 0 0 451 456 697 ] /Encoding /WinAnsiEncoding /BaseFont /LucidaCalligraphy-Italic /FontDescriptor 54 0 R >> endobj 51 0 obj << /Type /FontDescriptor /Ascent 1000 /CapHeight 0 /Descent -206 /Flags 32 /FontBBox [ -600 -208 1338 1034 ] /FontName /Tahoma /ItalicAngle 0 /StemV 0 >> endobj 52 0 obj << /Type /FontDescriptor /Ascent 891 /CapHeight 0 /Descent -216 /Flags 34 /FontBBox [ -568 -307 2028 1007 ] /FontName /TimesNewRomanPSMT /ItalicAngle 0 /StemV 0 >> endobj 53 0 obj << /Type /Font /Subtype /TrueType /FirstChar 32 /LastChar 32 /Widths [ 250 ] /Encoding /WinAnsiEncoding /BaseFont /TimesNewRomanPSMT /FontDescriptor 52 0 R >> endobj 54 0 obj << /Type /FontDescriptor /Ascent 1036 /CapHeight 0 /Descent -325 /Flags 40 /FontBBox [ -290 -325 1287 958 ] /FontName /LucidaCalligraphy-Italic /ItalicAngle 0 /StemV 0 >> endobj 55 0 obj [ /CalRGB << /WhitePoint [ 0.9505 1 1.089 ] /Gamma [ 2.22221 2.22221 2.22221 ] /Matrix [ 0.4124 0.2126 0.0193 0.3576 0.71519 0.1192 0.1805 0.0722 0.9505 ] >> ] endobj 56 0 obj << /Length 1752 /Filter /FlateDecode >> stream - formances d ’ un organisme review the Level of service agreeing and documenting existing services with some Level policies! 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