If you have a basic SLA that covers the basics and is overly broad, you could be thinking you are defining the white lines in the middle of the road, up until your worker bees get hit by the trucks that are on the road.

What I am saying is that you may have a basic SLA which is OK, and if that is the only stuff that is covered - both the users AND executives have to understand that anything that falls out of that is out of scope.

Our desktop support team is consistently being hit with requests to install servers. Their job is to ensure the desktops run, not the servers. That is my job. They don't like coming to me because if they can not use space on a server that is being utilized 10% of the time - they don't need one.