为组织提供的 IT 服务和解决方案制定和维护服务协议。在服务提供者（组织）和最终用户之间创建和维护定义预期服务水平的合同或协议。描述所提供的服务、响应能力、报告问题的程序等。 Developing and maintaining service agreements for IT services and solutions provided by the organization. Create and maintain a contract or agreement between the service provider (the organization) and the end user that defines the level of service expected. Describe the services being provided, responsiveness, procedure for reporting problems, etc.