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Justifying ITIL - Building the ROI

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Acend Corporate Learning
Acend Corporate Learning

The document provides an overview of ITIL (Information Technology Infrastructure Library) and best practices for IT service management. It defines key concepts like ROI (return on investment), TCO (total cost of ownership), and VOI (value on investment) and discusses how implementing ITIL frameworks can provide financial and non-financial benefits to organizations through improved IT processes, cost efficiencies, and better service delivery. It also outlines different certification options and recommends doing an assessment to establish a baseline and improvement plan for an organization's ITIL journey.

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Presented by: Shannon Magistad Building the ROI for
Building the ROI for ITIL® ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
IT Service Management & ITIL Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ITIL is a comprehensive and consistent set of industry “best practices” for IT Service Management organized in an integrated, process-based framework in order to add VALUE to customers
ITIL Overview ,[object Object],[object Object],[object Object],[object Object]
Why Embrace IT Service Management & ITIL? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],According to Gartner: ITSM and ITIL Provides Stability and a Solid Foundation for Continuous Improvement!
Where Does ITIL Fit? Focuses on Process (Not Technology) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TCO: Definition ,[object Object],[object Object],[object Object]
ROI: Definition ,[object Object],[object Object],[object Object]
VOI: Definition ,[object Object],[object Object]
ROI In Other Words… What we give (investment) What we Receive (Return) ROI (Overall Worth) COST BENEFIT
ROI: Recap ROI = Return on Investment A measurement of the expected benefit of an investment When someone asks about an “ROI” what they are asking is: “ What do I get back (“return”) for the money that I’m being asked to spend (a.k.a. “Investment”)?” “ What is it really worth (a.k.a. “ROI”)
Financial Vs. Non-Financial ROI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL & ROI ,[object Object],[object Object],[object Object],[object Object],[object Object]
Sample ROI Worksheet
The Benefits of Implementing ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],K.I.S.S.
Where to Start: Assessment? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assessment Objectives and Approach Page ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Process Maturity Continuum PROCESS MATURITY Initial (0-0.99) Defined (2-2.99) Managed (3-3.99) Optimized (4-5.00) Repeatable (1-1.99) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Level 2 Level 1 Level 3 Level 4 Level 5 0 – 5 Maturity Scale Based on CMMI Note: • Focus on ‘improvements’ • Implementation will focus on control. • Process design should be ‘integrated’.
Sample: Process Maturity Score
ITIL Certifications ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why Acend Corporate Learning? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
We Can Help! ,[object Object]

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Justifying ITIL - Building the ROI

  • 1. Presented by: Shannon Magistad Building the ROI for
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  • 10. ROI In Other Words… What we give (investment) What we Receive (Return) ROI (Overall Worth) COST BENEFIT
  • 11. ROI: Recap ROI = Return on Investment A measurement of the expected benefit of an investment When someone asks about an “ROI” what they are asking is: “ What do I get back (“return”) for the money that I’m being asked to spend (a.k.a. “Investment”)?” “ What is it really worth (a.k.a. “ROI”)
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Editor's Notes

  1. 4/13/2005