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Measuring Return on Investment from Implementing ITIL: A Review of the Literature

Measuring Return on Investment from Implementing ITIL: A Review of the Literature

Chee Ing Tiong, Aileen Cater-Steel, Wui-Gee Tan
Copyright: © 2009 |Pages: 15
ISBN13: 9781605660080|ISBN10: 1605660086|ISBN13 Softcover: 9781616925529|EISBN13: 9781605660097
DOI: 10.4018/978-1-60566-008-0.ch023
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MLA

Ing Tiong, Chee, et al. "Measuring Return on Investment from Implementing ITIL: A Review of the Literature." Information Technology Governance and Service Management: Frameworks and Adaptations, edited by Aileen Cater-Steel, IGI Global, 2009, pp. 408-422. https://doi.org/10.4018/978-1-60566-008-0.ch023

APA

Ing Tiong, C., Cater-Steel, A., & Tan, W. (2009). Measuring Return on Investment from Implementing ITIL: A Review of the Literature. In A. Cater-Steel (Ed.), Information Technology Governance and Service Management: Frameworks and Adaptations (pp. 408-422). IGI Global. https://doi.org/10.4018/978-1-60566-008-0.ch023

Chicago

Ing Tiong, Chee, Aileen Cater-Steel, and Wui-Gee Tan. "Measuring Return on Investment from Implementing ITIL: A Review of the Literature." In Information Technology Governance and Service Management: Frameworks and Adaptations, edited by Aileen Cater-Steel, 408-422. Hershey, PA: IGI Global, 2009. https://doi.org/10.4018/978-1-60566-008-0.ch023

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Abstract

This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.

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