To enable IT to deliver adequate services and maintain availability of a web-facing infrastructure, an IT governance committee should FIRST establish:

Web operations procedures are operational tasks, not the initial governance step to define what "adequate" means or how to measure it.

Business continuity plans are important for recovery, but establishing them without defining performance metrics (KPIs) makes it hard to know what level of continuity is needed or achieved.

Key performance indicators (KPIs) are essential for an IT governance committee to measure the effectiveness of IT services, including web infrastructure availability and delivery. Establishing KPIs first provides the metrics needed to assess current performance, identify areas for improvement, and track progress against strategic objectives. Without clear KPIs, it is impossible to objectively determine if services are adequate or if availability targets are being met.

Customer survey processes collect feedback, which is valuable but comes after defining what performance success looks like via KPIs.