This was the paper Jim Mikell and I presented at the IT Governance and Portfolio Management conference organized by IQPC in Toronto Nov 30-Dec 01, 2004. If you need a copy of the presentation material, Please send me an email

Abstract
Effectively managing the IT Value Chain can only take place when the decisions are made in the context  of how the business will be impacted. Decisions surrounding strategic issues such as centralization and outsourcing are made on the basis of whether they help drive the business.  This session will delve into strategies that will help you answer:

    * How to determine what services IT should and does provide the organization?
    * What defines successfully service delivery?
    * How to best track and benchmark the performance of the IT unit against business needs and goals?

We were very please when our presentation was judged 4.3 for style/Delivery (Compared to an average of 4.0) and Content was judged 4.4 (Compared to 3.8 average) by the participants of the conference.