Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Critical Success Factors (CSFs)
Knowing how to put the SLA, KPI, CSF puzzle together helps IT gain credibility and promote value in partnerships between IT and the business we serve. IT struggles to communicate, let alone justify costs and investments, and has a hard time communicating in terms that business understands. Something is lost in translation. IT services have been commoditized and marginalized, which further increases the challenges of getting funding, accelerating time to market, and delivering innovative products and services.
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