Big ask here - can you look at the SLA area and look to add the other elements of managing the Service Agreements with the business.

I believe in V8.0 the SLA side is being enhanced to tie in with the Service Catalog which sounds interesting and exciting ( as Service Level management can be!! )

To have a way of managing the relationships inside IT, with the requirements for the teams to turn around work within a given time that fits inside the SLA, that way we have the OLA's We would be able to report on the progress of a request and it may meet SLA but breach OLA which has put pressure on another team that has worked extra to come in on SLA. or worse still the SLA is breached and we need to understand first why and then ensure we have the resources in place to stop it OR change the SLA as the OLA is flawed.

In the same way we should have the UPC's in place to cover the situation where the work goes outside to 3rd parties. May tie that in with the contracts module, which could be good, so you can see the contract and renew it and monitor progress on a request by request basis. Then we have the information to hand to prove that the UPC is value for money as well as reviewing it for changes in future.

Kind Regards,
Andy