A department that provides people with a service is a perfect target for dumping
responsibilities should the customer be so inclined or so overworked as to have no
choice. In the hypothetical case above, the corporate culture actively supports the
practice of blaming IT when the user has an unreasonable request. For this reason,
any service level agreement (SLA) we draw up with the business must be twosided.
It must outline the responsibilities not just of the service provider, but also
of the service consumer.