One of the questions I am often asked is, "How do we calculate the Return on Investment (ROI) of our ITIL Implementation". This week, a new case study was introduced covering: ROI Calculator Case Study Synopsis Traditionally, ROI and TCO are touted by software companies as a means to sell software. Many of us have become hardened to these calculations, as experience has show they were grossly over-inflated. To help combat this, in 2006, ITSM Academy shared a realistic, un-biased ROI calculator which enables users to estimate potential costs savings of: Incident Management Availability Management Unplanned Work Existing calculations can be easily tailored to produce similar process area calculations. Case Study Synopsis The case study also includes a collection of 25 published ROI statements and stories, broken out by industry type. The following is one of the quotes: "An ITIL program at Capital One resulted in a 30% reduction in system crashes and software-distribution

Allow me to introduce myself - I am Professor Wise, the ITSM Professor. I have committed my academic research to IT Service Management including ITIL, ISO/IEC 20000, Microsoft Operations Framework, and other resources. As I discover interesting and relevant concepts within best practices frameworks and standards, I will highlight them with you through this blog. I will also share insight and practical applications from organizations and individuals who are implementing and improving their Service Management processes. And I also encourage you to join in the conversation. I want this to be a positive place for sharing IT Service Management tips, tricks, challenges, and successes. Please email me at itsmprofessor@itsmacademy.com . I will add your question to the blog. Happy Reading!