The survey suggests that only one in four IT departments has total input from business units in defining service level agreements. Even with input setting service levels, only one in five IT departments communicates service levels to business units. One in 10 doesn’t talk about them at all.
This lack of information makes it difficult for IT Directors to assess the impact of IT failures on customers.
“Companies simply aren’t aware of the state of their service delivery. With no plan, no process and no communication, how can IT service delivery possibly improve?” says Alan Greenberg, chief executive of Tertio SMS.