Measuring return on investment from implementing ITIL: a review of the literature

Tiong, Chee Ing and Cater-Steel, Aileen and Tan, Wui-Gee (2009) Measuring return on investment from implementing ITIL: a review of the literature. In: Information technology governance and service management: frameworks and adaptations. Information Science Reference (IGI Global), Hershey PA, USA, pp. 408-422. ISBN 978-1-60566-008-0

Abstract

[Abstract]: This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to paper due to publisher copyright restrictions. See the Website location above for details. Print copy held in USQ Library at call no. 004.068 Inf.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 26 Jun 2008 03:10
Last Modified: 13 Aug 2014 06:39
Uncontrolled Keywords: ITIL, return on investment
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1502 Banking, Finance and Investment > 150202 Financial Econometrics
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
URI: http://eprints.usq.edu.au/id/eprint/4228

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