Case Study: Berkley Technology Services achieves clearer IT cost transparency with Apptio

Berkley Technology Services cuts IT invoice complexity from 5 cost pools to 12-40 business services with Apptio

Berkley Technology Services, the centralized IT department for the insurance holding company W. R. Berkley Corporation, faced a critical challenge. They needed to allocate IT costs transparently across 50+ operating units but were hindered by outdated, spreadsheet-driven methods that lacked detail, leading to complaints and a perception of IT as a "black hole." Their goal was to gain control over spending, ensure fair allocations, and improve customer satisfaction through clarity.

The solution was implementing Technology Business Management (TBM) with the vendor Apptio. This provided a fast-track model to replace spreadsheets with granular, service-based reporting. As a result, invoices became detailed breakdowns of 12-40 business services, transforming conversations with operating units from questioning costs to analyzing value and drivers. Apptio's solution brought transparency that won positive feedback, helped secure new internal business, and enabled more informed decision-making, allowing Berkley Technology Services to operate and communicate like a standalone business.

Berkley Technology Services