Enterprises are adopting the Information Technology Infrastructure Library (ITIL) for alignment between business and IT, to streamline IT operations and capture potential cost savings. Recent research reveals that over 70% of enterprises adopting ITIL for their service desk are realizing significant benefits (see Figure 1).
Of the survey respondents, 21% stated that they could measure and quantify the benefits from adopting ITIL, 50% said the savings are noticeable but hard to measure and the remaining 29% realized minimal benefits.
Some of the examples of the savings enterprises are realizing from adopting ITIL for the service desk are listed below:
|
Soft Savings |
Hard Savings |
- Better response times
- Increased visibility of the value of IT
- Improved customer/user satisfaction
- Increased staff skills
- Defined roles and responsibilities
|
- Increased system uptime
- Reduced support costs
- Reduced cycle time
- Decreased time spent doing repeat tasks
- Improved resource utilization
|
