According to a recent Forrester Research study, the main reason for missing SLAs is that business units have unrealistic expectations — an issue it attributes to the old IT/business divide. Forrester found that most IT departments use IT-centric metrics like server or network availability, even though these metrics mean little to business units, for instance. Another issue: lack of feedback from end users. Although 87 percent of respondents say they employ end-user experience monitoring tools for at least some business-critical applications, 64 percent of them admit they only know end users are experiencing problems when users register a complaint with the help desk. The end user is "the ultimate judge of IT and business alignment," says Forrester analyst Jean-Pierre Garbani.