Progress recently commissioned independent research company Vanson Bourne to find out and here's a link to the results:
Read about the increasing importance of service-level agreements and the difficulties in achieving them. Whether you're a Business Service Provider (BSP) or a client of a BSP, Service Level Agreements (SLAs) deserve your attention. This report will give you some information about the changing nature of SLAs and how you can use them to your advantage.
You can also learn more about how Progress® Actional® will help you manage your service-level agreements by enabling companies to meet SLAs and manage services to support business goals. With
policy-based alerting tools, users can set service alert thresholds
and define service behavior for dynamic IT management. Actional also provides
business analytics about runtime operations and controls for changing process
behavior, for example, to give high-value customers priority service.