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This white paper, a sequel to 'Developing the Business Value of ITIL Part 1', focuses on the importance of developing a business case, and an ROI (return on investment) to justify ITIL best practice initiatives. Survey results are included from Evergreen Systems' last survey on when, how and why companies develop business case metrics to justify ITIL initiatives. A variety of case studies are cited with metrics proving the business value of ITIL initiatives and include cost and labor savings, gained efficiencies and annual contribution of IT initiatives to the business. Specific templates are offered for capturing metrics for Incident and Problem Management, Change, Release and Configuration management and Service Level and Financial Management. Formulas are suggested for applying efficiency, effectiveness and customer satisfaction metrics to these ITIL practice areas, with an emphasis on characterizing the results, based on 'end-to-end' service delivery and integrating traditional, internal IT performance metrics with broader business value deliverables. Read this white paper to learn more about ITIL. |
