ITIL ROI Research

Many people are familiar with how ITIL can help IT operational activities such as service support. However, the latest version of ITIL, version 3, launched in May 2007, addresses both operational processes as well as the strategic processes. With over two years of industry adoption of ITIL v3, the return on investment (ROI) from ITIL initiatives are well-documented. This white paper summarizes real-world studies on the operational and strategic ROI of ITIL and describes how you can estimate the ROI from your ITIL-based initiatives.

ROI from Operational Benefits

A recent Gartner analysis estimated that moving from no adoption of IT Service Management to full adoption can lower an organizations total cost of ownership [for IT] by as much as 48%.

Glomark-Governan conducted a research study in 2008 to benchmark the benefits of ITIL. Their findings included:

ITIL helped organizations:

• Reduce overall IT support costs: 16% to 32%
• Reduce Service Desk calls: 8% to 14%
• Reduce the average Incident resolution time: 28% to 48%
• Decrease user downtime as a result of better Incident Management: 10% to 28%
• Reduce the number of recurring Incidents: 7% to 13%
• Reduce the number of failed Changes from improved testing: 15% to 27%

Given these compelling industry statistics, how can you estimate the results you will get from ITIL-based improvement?

Information Credit:
Reginald Lo, ITIL v3 Expert and Vice President for Third Sky, Inc.