"Capacity management" seems to be overlooked in ITIL implementations--capacity management gets pushed way down the implementation plan, or is seen mainly as an input to event management (for alerts about disk filling up) and service level management (for making promises to users about what capacity will be available).

David Coyle from Gartner spoke, and then led a panel discussion, about "Running IT Like a Business."
IT is no longer a monopoly.  Business people are pretty smart at IT nowadays.  IT must compete and maintain its position as a trusted advisor.  The business can make their own decisions, such as purchasing an account with salesforce.com.

Cross-posted to http://www.educause.edu/blog/borwick/SummaryDefendingtheITBudget/173073.

J. L. Albert, James Amann, and Mary Jane Casto from Georgia State University gave this presentation, "Defending the IT Budget."

Georgia State University is doing a lot of cool things. They also presented on project prioritization Monday.

Below are notes from today's itSMF USA Higher Education SIG round table conversation.

In Computerworld Magazine, Paul Ingevaldson recently wrote an article called "Top 10 qualities of a great IT shop." These qualities include the CIO reporting to the CEO, an executive steering committee, and a focus on the software development lifecycle.

A couple of the qualities relate to ITIL, such as having a security team (loosely Security Management), a disaster recovery process (IT Service Continuity Management), SDLC focus (very loosely Service Design), and participating in the long-range planning (Service Strategy).

The list looks OK to me, so I'm wondering: why don't ITIL concepts show up more often in Paul's list? Here are my guesses:

Predecessors/Before You Begin

ITIL v3's "Financial Management" section in Service Strategy is complex and can be difficult to understand. ITIL v2's "IT Financials Management" section in Service Delivery is another source of information on Financial Management.

Financial management requires an understanding of an IT department's services. Please see Service Catalog Management.

Financial Management

Services have two types of costs: