Service Level Management
Ensure IT services are delivered when and where they are needed, as agreed. Define SLOs, combine SLOs into SLAs, and monitors both SLO and SLA.

Capacity Management 
Guarantee IT resources are provided at the right time in the right volume at the right price. Include your own KPI requirements (ex., Peak Hour Load, Response Time, etc.)

Availability Management
Identify how vendors, their products and services contribute to (or detract from) IT service delivery quality. Include your own Underpinning Agreement/Contract KPIs – MTBF, MTTR, Availability, etc.

Continuity Management 
Proactively measures to prevent service delivery outages or quality degradations. Understand when and where an SLO or SLA violation may occur – before it occurs.

Financial Management
Save money, obtain refunds, rebates and credits, choose vendors and services, and conduct improvement programs 

QUALITY METRICS enabling IT to measure and report on services (email, SAP etc.) delivered over their infrastructures. 

TRENDING METRICS proactively identifying infrastructure problems--before the problems impact service delivery quality.

BUSINESS IMPACT METRICS needed to optimize IT infrastructures for cost and performance by eliminating unnecessary purchases of equipment and services.