WHAT ITIL® CAN DO TO YOUR BUSINESS

Operational Benefits

• Reduce overall IT support costs: 16% to 32%

• Reduce Service Desk calls: 8% to 14%​ 

• Reduce the average Incident resolution time: 28% to 48%

• User downtime as a result of better Incident Management: 10% to 28% 

• Reduce the number of recurring Incidents: 7% to 13%

• Reduce the number of failed Changes from improved testing: 15% to 27%

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Strategic Improvement Benefits 

• Service Portfolio rationalization and standardization can reduce overall IT spend by 6% to 14%

• More effective and proactive Demand Management can reduce overall IT spend by 5% to 25% 

• More efficient and effective Request Fulfillment can reduce IT service delivery costs by 30% 

• Including service-based costing and pricing in a request-able Service Catalog results in:  

  • * 26% reduction in unit costs

  • * 18% reduction in baseline business demand

  • * 20% reduction in overall IT spend*

*Source: The ROI of ITIL® By Reginald Lo, ITIL® 2011 Expert and Vice President for Third Sky, Inc.