Choices, with corresponding lifecycle costs, will be provided so that informed decisions can be made. Services levels will be limited by economic realities. Service levels will be negotiated based on business requirements. IM service providers and customers have a mutual understanding of services and their estimated costs. Systems will be non-redundant and compatible.
Business needs become the primary driver.
New systems will have corresponding performance criteria to determine if they are effective and efficient. A value-added assessment system will be used to prioritize IM investments. Support service contracts will include clearly stated performance measures. Performance measures will allow the IM community to determine whether expectations are being met. Service and systems quality will be clearly communicated to the customer.