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Operations & Service Delivery

IT cost recovery is an ongoing issue for CIO’s as they try to regain the cost of providing IT services to the business. As illustrated by IBRS in previous publications, while there are a number of alternative cost recovery methodologies available to organisations not all methodologies are suited to all companies. This month, I will share with you the processes we apply when back charging for IT services. The methodology we use could be considered fairly unique; I certainly have not come across any other company utilising similar techniques. While I am by no means claiming our methods are any better or worse than others, they do have the advantage of being fairly simple both to understand and to administer, and most importantly, they work for us.

IT cost recovery is viewed as a necessary part of establishing a clear service relationship with business units, but by itself it will not reduce costs or increase efficiency. In fact the worst cost recovery systems, with IT-centric cost algorithms, reinforce the image of IT as a techno-jungle with no concept of business value, dealing in “funny money” (what do I get for a CPU second?). Misinterpretation of fixed versus variable costs can also lead to faulty decision-making.

IT Disaster Recovery and Business Continuity have always been issues that have figured prominently on our list of priorities but continually get pushed to the back of the queue, replaced by other operational issues that assume greater importance and that can be seen to return some immediate benefit. It is not that the company does not recognise its importance, its more of a “laissez faire” attitude that “nothing has gone wrong so far so we will continue to take a short to medium term risk on anything happening in the future”. It is typical of the approach to risk in the company where construction risk is everything and other risk is considered insignificant.

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