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 servicelevel 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 rela...

Sign language is a root level communication language for deaf people or those who are hearing impaired, so they found difficulty to communicate with the outer world. Hearing impaired people also had less reading skills, than the average educated person [5] so they cannot understand or gain information from outer world such as from Banks, Railways, and many more sector, they lack basic communica...