It has been increasingly challenging to track the capabilities of various IT services. As a matter of fact, the executives in the company think IT Department is "constantly becoming a Cost Center". The fact is in most of the organization, IT is "Power to Connect" their enterprise. This myth continues until such time we produce the value of having competent skilled staff, quality of the software, tools & hardware as an integral part of the IT Department.

Microsoft is developing an Exchange SLA scorecard (Beta Version), which tracks and derives measurements to determine whether your IT department achieves its goal. These metrics and measures allow them to fine tune services and achieve high availability with the Microsoft® Exchange Server messaging platform. It works with both Exchange 2000 and Exchange 2003 platforms.

More details can be found here:

http://blogs.technet.com/tonyso/search.aspx?q=%22Exchange+SLA%22&p=1