Between entities, an agreement must be made between groups that they will provide a certain level of support or information to one another. These are known as:

• Service level agreement: An agreement between a service provider and client
• Organization level agreement: An agreement between organizational units

Building these agreements within an organization as well as with service providers will require that multiple stakeholders agree with the terms and conditions. This is especially true when dealing with outside vendors as they will push to stay within contractual limits and will charge additional fees for additional services (that is, reports, monitoring, and consulting hours). So it is important that we think about the end-to-end process of how you will want a specific set of services to collaborate with each other and what metrics you will decide that you want reported to you.