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readme: svar opgave a

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@ -14,6 +14,12 @@ kapitel 4 i Practical IT Service Management, 2nd Edition
https://www.atlassian.com/it-unplugged/itsm/help-desk-vs-service-desk-vs-itsm
#### Svar
- **ITSM** - The end-to-end delivery of IT services to customers, ie. all the processes and activities to design, create, deliver, and support IT services.
- **Service desk** - The single point of contact between the service provider and the users.
- **Help desk** - A group of people who provide help and information usually for electronic or computer problems.
### Opgave B: (adresserer målpindene 3 og 4)
Undersøg begrebet Service Level Agreement(SLA) og beskriv