In today's world, IT must do more than simply manage technology; it must deliver quality services in line with business priorities. For any IT department that's been focused on "fixing the technology" this is a tall order. But with IT under constant pressure to justify its value to the business, it's a sound strategy. Internal service-level agreements (SLAs), between IT and other business units, are an integral part of this process. Internal SLAs provide numerous benefits to IT and the enterprise as a whole. They help the IT department prioritize its workload and to plan for future capacity requirements. SLAs are also an important tool for managing expectations, demonstrating performance and enhancing IT's credibility with the rest of the business.
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