Developing the Busines Value for ITIL Survey Results

This survey explores how enterprises are developing the business value of ITIL, and was gathered at the September itSMF National Conference. One hundred (100) IT executives from 90 companies participated, 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.

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