Most IT departments are organized as service departments serving all or part of the organization. While the charge-back budgeting structure is arguably the easiest to manage from the IT side, most organizations shy away from it for political reasons.

This lack of a rational charge-back mechanism often leads to management problems affecting workloads, client expectations and quality of service.

If we follow the advice “the customer is always right” blindly, we eventually run our departments, perhaps even our businesses, into the ground.