There are many processes in an organisation that touches more than just Technology. In TBM you may understand the cost of an incident in your IT base, but what about the cost to the business for any down-time or work arounds? Is anyone out there using Apptio or another tool to model the total cost of an end to end process in your organisation?
What about the cost of sending a customer a letter, something that touches a number of areas - outbound mail, product teams, 3rd party costs?
@Aaron Russell @Michael Moulsdale