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Excellence in IT Service Delivery
Mon Apr 18, 2005 - Mon Apr 18, 2005

IT infrastructure and operations support is often the largest line item in a companys IT budget, and it is usually the least understood by business customers. IT organizations face constant pressure to justify these expenditures, yet traditional project-focused portfolio management approaches usually dont provide much insight into these ‘lights on activities.

At this meeting, members shared different approaches to managing and improving the value of IT services. Through member presentations and group discussion, participants had the opportunity to learn what other organizations are doing in this area and shared their own experiences. Among the topics of discussion:

Best practices frameworks (e.g., ITIL, CobiT)
Standardized IT processes
IT services catalog
Metrics and benchmarks
Service level agreements