Business Value of ITIL Part 2 Expands on Original Paper with Q3 Survey Results, New Data Points and Complete and Updated Metrics for Calculating ITIL ROI

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Evergreen Systems Announces the Release of 'Developing the Business Case for ITIL Part 2': White Paper and Q3 2006 Survey Results

Evergreen Systems, a leading IT consulting firm, today announced the release of its sequel to 'Developing the Business Case for ITIL'. This continuation of the original paper includes new survey results on how Fortune 1000 companies across industries are using old and new metrics to calculate the return on investment (ROI) of such ITIL-based projects as Incident, Problem, Change, Configuration, Release, Service Level and Financial Management.

This newly released guide includes survey results on developing the business value of ITIL gathered at the September itSMF National Conference. One hundred (100) IT executives from 90 companies participated in the survey, which revealed that although the organizations are clearly focused on their ITIL priorities (service quality and delivery) and their top ITIL initiatives (CMDB, Incident and Problem Management, Service Catalog and Change and Release Management), most are still stumbling over the challenge of quantifying and articulating the value of these initiatives to the business.

Recommendations from the survey include the analysis and re-engineering of key workflows with concurrent calculations on value contribution, including efficiency and labor savings, as well as risk reduction. Final conclusions include the finding that although enterprises are more focused than ever on exactly which initiatives are being targeted, much work still needs to be done on workflow analysis and metrics with ROI calculation to prove the value of ITIL initiatives to the business. For a full copy of the survey results go to the link below:

This sequel to the original 'Developing the Business Case for ITIL' makes the point that even though less than half of today's businesses are developing business value and ROI to justify IT spending, that trend is changing quickly. Going forward, IT departments must develop business value justification and ROI to fund new projects. This is evidenced by increasing pressure on IT executives to not only justify investments via traditional internal metrics (such as numbers of servers per system administrator) but also to expand into metrics that quantify IT's value to the business, such as 'annual contribution' to the business, 'benefit per developer' and other types of metrics, such as increasing IT staff time on innovation versus operations.

Templates are offered for capturing specific metrics for Incident and Problem Management; Change, Release and Configuration Management; and Service Level and Financial Management. In general, efficiency, effectiveness and customer satisfaction, applied to these practice areas, lead the way for the development of 'core' metrics, particularly for IT infrastructure projects. Although each of these areas will have their own specific metrics, prior to business case development these metrics must be merged to reflect results based on 'end-to-end' service delivery. These 'end-to-end' metrics should reflect values that reach across the lines of business, highlighting the overall contribution to the business. This approach integrates traditional, internal IT performance metrics with broader business value metrics.

This practical guide concludes that the entire development of business value process should be linked to a broader ITIL strategy that involves creating consensus around the acceptance of ITIL projects and selling the business value using metrics. Go to the link below to receive your copy.

About Evergreen Systems

Evergreen Systems is a highly specialized technology consulting firm focused on helping companies maximize the value of IT to their businesses. Evergreen specializes in ITIL (Information Technology Infrastructure Library) business case development and consulting and offers services that include Service Catalog development, Change Management consulting, Configuration Management Database (CMDB) development and Asset Management. From strategic planning, to policy development, through execution, Evergreen makes sure that what gets planned, gets done.

Leaders in insurance, finance, healthcare and retail rely on Evergreen to address today's major business challenges, including making ITIL and COBIT operable; understanding and organizing IT assets for better planning and execution; developing automated, streamlined compliance processes; and maximizing benefit through change, configuration and asset management. Global 2000 organizations work with Evergreen for sound strategy, flawless execution and measurable results.


Amy Mergler

Evergreen Systems, Inc.



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