One of the most common ways is to draw up a series of service
level agreements (SLAs), to define what services the IT department
will provide and to monitor the performance and quality of
those services.
Yet surprisingly, 39% of our respondents do not use this
facility (see Figure 4). Rather more encouragingly, 33% have
SLAs in place and take care to ensure they are written to
cover both business aims and IT-specific goals. A further
18% express SLAs purely in business terms, while just 8% concentrate
on IT targets such as levels of network downtime.
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