As IT organizations continue to mature, there is an increased need to identify the fully burdened cost of providing services to enable both IT and the business to make informed decisions about the level of service required to meet the needs of the customer.

While many organizations think they are adept at determining the cost of providing a service, in many cases additional transparency is needed into the costs of meeting service level agreements, complying with operating level agreements, and allocating underpinning contracts for shared services provided from external vendors.

In this session, we discuss:

• The importance of understanding the costs of service level and operating level agreements.
• The core components of the agreements and how to assign costs to each component.
• Some of the ways costs from suppliers can be allocated to the delivery of specific services.