A Process for Estimating the Value of ITIL Implementations

A Process for Estimating the Value of ITIL Implementations

Pedro Oliveira (Technical University of Lisbon, Portugal), Nuno Furtado da Silva (Accenture Consultancy, Portugal) and Miguel Mira da Silva (Technical University of Lisbon, Portugal)
DOI: 10.4018/978-1-61692-020-3.ch025

Abstract

As World economy lingers it is increasingly more important to justify any investment so that available corporate funds are spent wisely. However, estimating the value of ITIL investments is not an easy task, which means that most CIOs do not invest in large-scale ITIL projects as much as it would be desirable. Instead, CIOs prefer to embark on quick win implementations (e.g. solely implement the incident management process). In this chapter t propose an ITIL Value Estimator. This estimator is based on an estimation process that quantifies the project’s total cost, along with each process’ benefits. The outcome of the ITIL Value Estimator is a Monte Carlo simulation whose result provides CIOs with a justification of the value of large-scale ITIL implementations, which can be used to gain the upper hand during the decision-making process.

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