Define Meaningful SLAs
Create SLAs in terms the business cares about. You can define SLAs using metrics that are meaningful to your business, not just IT. Use Business Service Level Manager to measure SLA for end-user performance, or mission-critical application availability. (Not just CPU uptime.) Agreements in these terms guarantee that IT delivers the service the business needs. This IT service management software also shows the business how the service IT delivers actually improves the business. That’s far more compelling than pursuing a "management by the nines" strategy–especially to your end-users.