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Making the Business Case for ITIL

Jun 4, 2009

Erin Casteel,Anthony Orr

For example, assume that 40% of an organization’s incidents are resolved at the first level, with 40% at the second level, and 20% at the third. Through better documentation of known errors, the first-level staff will generally be able to resolve a far greater percentage of incidents. This reduces costs and improves customer satisfaction.

Revving Up the IT Engine - Following ITIL guidance not only will help you get more mileage out of IT, but also will help position your company to take advantage of better economic times down the road. Balanced organizational investments in education and the right technology tend to pay for themselves many times over and contribute to better overall IT performance and efficiency. ITIL can help your IT organization not only justify and cut costs, but also integrate better with business objectives and improve the quality and speed of service.

The long-term performance of any business depends upon coordinating a well-functioning IT organization with business objectives, while the business consequences of a poorly functioning IT organization can be dire. ITIL can help IT fine tune and establish the practices needed to function in bad economic conditions.

Anthony Orr is global best practice director for Educational Services at BMC Software. He has more than 30 years of IT experience. He is certified in ITIL Foundation, Practitioner, Service Manager, and v3 Expert levels and is certified as a project management professional (PMP). He is also a Sr. Examiner for APMG, the official accreditor of ITIL V3.

Erin Casteel is director of Consulting Services for Solisma in Sydney, Australia. Her prior experience includes the role of solutions architect for BMC Software. She has more than 18 years of experience in IT and has worked on IT service management projects in multiple industry sectors. Erin has trained close to 5,000 people in Foundation, Practitioner, and Masters levels of ITIL and has also lectured at the University of Sydney. She is the co-editor of the upcoming version of ISO/IEC 20000-2.