The ROI of ITIL®
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White Paper written by Reginald Lo, Vice President of Professional Services, Third Sky

In these tough economic times, IT Departments have been hit hard by lay-offs; but, the business is still demanding the same level of service. ITIL, the most widely adopted framework for IT Service Management, provides guidance on how to do more with less people. Given the constraints on IT, now is the best time to investigate how ITIL can maximize efficiency and effectiveness.

Many people are familiar with how ITIL can help IT operational activities such as service support. However, the latest version of ITIL, version 3, launched in May 2007, addresses both operational processes as well as the strategic processes. With over two years of industry adoption of ITIL v3, the return on investment (ROI) from ITIL initiatives are well-documented. This white paper summarizes real-world studies on the operational and strategic ROI of ITIL and describes how you can estimate the ROI from your ITIL-based initiatives.

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