Information Technology Reference
In-Depth Information
Chapter 25
A Process for Estimating the
Value of ITIL Implementations
Pedro Oliveira
Technical University of Lisbon, Portugal
Nuno Furtado da Silva
Accenture Consultancy, Portugal
Miguel Mira da Silva
Technical University of Lisbon, Portugal
AbstrAct
As World economy lingers it is increasingly more important to justify any investment so that available
corporate funds are spent wisely. However, estimating the value of ITIL investments is not an easy task,
which means that most CIOs do not invest in large-scale ITIL projects as much as it would be desir-
able. Instead, CIOs prefer to embark on quick win implementations (e.g. solely implement the incident
management process). In this chapter t propose an ITIL Value Estimator. This estimator is based on an
estimation process that quantifies the project's total cost, along with each process' benefits. The outcome
of the ITIL Value Estimator is a Monte Carlo simulation whose result provides CIOs with a justification
of the value of large-scale ITIL implementations, which can be used to gain the upper hand during the
decision-making process.
introduction
tion Technology (IT) to manage and grow their
businesses.
A five-leg wheel chair is a good analogy to
understand how organizations are structured these
days. Each leg symbolizes a business function
within the organization - for example: sales,
marketing, manufacturing, product development
and human resources; and, representing the chair's
spinal column is the IT department which links and
integrates the information that drives the business
(Harvard Business Review, 1999).
Today's competitive and turbulent economy forces
organizations to struggle in order to remain com-
petitive. Organizations can only grow by cutting
costs as well as optimizing resources. Having
this in mind, a growing number of organizations
has become increasingly dependent on Informa-
Search WWH ::
Custom Search