IT Organizations can and should provide value to the company

IT Organizations main goal should be to "To deliver IT product or service on time and in the condition which the client was led to expect."

Most companies fail to see the value IT Organizations provide

Systems should perform as expected upon implementation and continue to perform in accordance with expectations over time

COBIT Domain III Delivery & Support and the correlated ITIL components will probably cause the most concern in a small to medium size company

Open Source tools can provide gains in efficiencies, security, user satisfaction and environmental stability

Establishment of good SLAs will be critical to efforts to reposition an IT Organization

eGroupware and Galaxia workflow are key Open Source tools that can assist you in the COBIT Delivery & Support Domain III and the correlated ITIL components

SLAs resources and services should be tied to IT funding and Executive Management should understand the correlation between IT funding and the ability to deliver agreed upon services and service levels

Document, document, document documentation of agreements should remove ambiguity and ease the reliance upon individual's recollections

Communicate, communicate, communicate communication is essential in the management of SLAs

The three aspects of identity management are authentication, authorization and auditing

Authentication needs to be secure, for example a network sniffing program should not yield plain-text passwords on the wire

Authentication...