Gartner Research

Toolkit: Running IT Operations as a Business

Published: 03 March 2008

ID: G00155591

Analyst(s): Debra Curtis , Ed Holub


The internal IT service organization's traditional monopoly power is eroding quickly. IT organizations must become more customer-centric and run IT operations as a business.

Table Of Contents
  • Overview
  • The Changing Role of IT Operations
  • Define IT Services in an IT Service Portfolio
    • Considerations When Defining IT Services
  • Understand Costs: IT Resources Must Be Allocated to IT Services
  • Determine the Price of IT Services
  • Implement a Chargeback System That Aligns With Business Unit Financial Drivers
  • Conduct Regular Service-Level Reviews

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