Measuring the ROI of ITIL Service Improvement

Presented by

Steve Ingall, Head of Consultancy at iCore Ltd

About this talk

A recent Gartner report stated “ITIL v.2 or v.3 is now a must-have, not just a differentiator, in IT” and, in the current economic climate, there is still increasing need for IT Operations to justify the need for an ITIL-based service improvement programme using the good old “bang for the buck”. In this presentation and discussion Steve Ingall, Head of Consultancy at iCore Ltd, will look at why ITIL is now the de-facto standard for best practice globally and what the ROI is for not only ITIL, but for a Service Improvement Programme that will drive real benefit into the design, build, transition and support of any IT operation, large or small, in-sourced, out-sourced or mixed. This ROI will focus on Incident and Problem Management, Change Management and Availability Management as the primary “must-do” processes if you want to make a big difference and see real results quickly. Steve will also look at what should be measured to ensure that the responsible services organisation is focused on what really matters, and that they have an organisation in place to make it happen.

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