Tech Trivia Challenge - service level agreement

Our WhatIs.com Tech Term is service level agreement.
A service-level agreement (SLA) is a contract between a service provider and a customer that specifies in measurable terms what services the provider will furnish. The best service-level agreements are very detailed and address every aspect of the business relationship, including rewards and penalties for good and bad performance.

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Secret Word of the Day
This is an arrangement in which one company hires another company to do work  that has previously been performed in-house. What’s the secret word?
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Acronym Challenge
ITIL is a globally recognized collection of best practice s for information technology  service management.  What does ITIL stand for?
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Tech Trivia
According to the ITIL framework for best practices, what do you call a contract that defines how various IT groups within the same company plan to deliver a service or set of services?
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