Activity Based Management 2000: Best Practices in Shared Services and IT (Best Practices Report)

Discover how activity-based management (ABM) allows managers to understand the cost to deliver a service and to communicate the cost of services and performance levels demanded by users in Activity Based Management 2000: Best Practices in Shared Services and IT.

This report includes best practices in the following topics: functions commonly included in shared service centers; service-level agreements and performance management; charge-outs; planning, budgeting, and capacity management; outsourcing; change management and training; and performance management and compensation.