ITIL is currently the undisputed champion of best practice in service management but when so many consultancies describe the benefits of ITIL in vague, intangible terms it can be difficult to obtain concrete evidence of just what it can do for your business.
Survey findings from the Service Desk Institute indicate that the IT service management industry has reached a new level of maturity in the last four years with the average first level resolution rate increasing from just 21 percent to 60 percent in that time.
This dramatic improvement is primarily due to the fact that the industry has received significant investment around the adoption of best practice standards during this time, with the number of organizations currently without any standards in place half that of 2004.
ITIL remains the predominant standard followed by organizations and the correlation between its rise in popularity and the statistics above suggests there are significant benefits to be had from implementing a best practice approach based around ITIL standards.
However this only tells half the story. A percentage increase in resolution rates takes on far greater importance to the business if it can be related to how much time – and therefore money – is saved as a result.
This white paper is designed to complete the picture with real examples of large-scale savings, both in terms of time and money, which have been achieved as a direct result of ITIL-based best practice implementations.
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