The right services are critical to business performance and are visible in some way to users. The right services might be as simple as e-mail or as complex as an infrastructure upgrade. The right level of quality means that the business gets the quality of service it needs. It doesn’t pay for more than is necessary, and it doesn’t get lower quality than needed when lower quality has an unacceptable impact on business performance. The right price means that IT’s services are competitively unit priced (priced per unit of service delivered).
