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	December 18, 2006 IT Chargeback: Influencing User Behavior CIOs Should Use Chargeback Approaches For Decision Support by Craig Symons with Lauren Sessions, Laurie M. Orlov	Average: 9  (2 ratings)

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Executive Summary

Effective IT demand management requires the ability to influence the behavior that is driving the demand. Without a mechanism to alter the demand for IT resources, the best outcome available is improved management over the supply of those resources. IT chargeback remains the best tool for influencing end user behavior, but only if it delivers enough information about the actual cost of IT services that are consumed and enables end user management to link its IT consumption to value. Chargeback approaches that allocate IT costs based on some general algorithm such as revenues or headcount will remain controversial at best and dysfunctional at worst. IT chargeback must evolve from a cost recovery tool to a consumption-based decision support tool that increases IT transparency.

TABLE OF CONTENTS

• Chargeback Is Key To Demand Management
• Shift Chargeback From Cost Recovery To Decision Support
• IT Chargeback For Shared Services — A Case Study

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• Identify And Allocate Costs — A COBIT Process For IT Governance

WHAT IT MEANS

• IT Operates Like An Independent Service Company
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This is an excerpt