BSM and SLAs — Service Level Agreements (SLAs) are the backbone of IT management. The structuring of IT into service delivery and service management organizations under ITIL https://en.wikipedia.org/wiki/ITIL has made the SLA https://en.wikipedia.org/wiki/Service-level_agreement a primary method of setting expectations for services. SLAs are useful for estimating costs and budgets, and to justify and control the frequently high costs of IT services. SLAs in GroundWork Monitor are most useful when combined with Business Service Monitoring (BSM). BSM provides a way to group objects and assign status to a group based on the state of its members.