Today, most business processes are enabled by the IS organization using a set of applications on top of the IT infrastructure of network, server and storage components. To ensure that business process objectives are understood and achieved, the business unit and the IS organization should jointly define service-level agreements (SLAs). SLAs must be based on metrics that succeed in providing business value - Taking Magic and Mystery Out of End-to-End Service Levels, while being able to be realistically measured by the IS organization.\r
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Negotiating, documenting and communicating these SLAs foster greater business/IS alignment by setting expectations and directing people and technical resources toward meeting those expectations. Once metrics are defined, the IS organization is responsible for performing regular measurements and reporting service-level results to the business units.
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