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How do we calculate ITIL’s return on investment? Specifically, is the investment in training and the money and time required during implementation really worth all the effort (not to mention the significant costs associated with cultural change in our organizations)?
The monetary costs of an ITIL implementation are mostly quantifiable (cultural change notwithstanding), but, since no two ITIL adoptions are the same, the benefits are much more difficult to capture. Which processes are attempted and to what level? Where is the organization beginning its effort? At what level of maturity are the service management processes that will be improved upon? Can an organization really capture all of the avoided costs? How much does an incident really cost? What is the real financial impact of downtime, unplanned work, failed changes, and inaccurate budget forecasts? What is customer satisfaction really worth?
The calculation of the tangible benefits may seem nearly impossible, but this presentation will explore the benefits of ITIL and quantify those with sample ROI models using process KPIs in an effort to provide an answer to these important questions. (Intermediate)
Service Management Practitioner and Trainer
University of Miami
Doug Tyre is an IT Service Management practitioner and trainer at the University of Miami. He received his BS in Economics from the University of Alabama and his MS in the Management of Technology from the University of Miami. He is an ITIL Expert and holds teaching certifications in Linux, UNIX and VMware.