Measuring return on investment from implementing ITIL: a review of the literature
Edited book (chapter)
Tiong, Chee Ing, Cater-Steel, Aileen and Tan, Wui-Gee. 2009. "Measuring return on investment from implementing ITIL: a review of the literature." Cater-Steel, Aileen (ed.) Information technology governance and service management: frameworks and adaptations. Hershey PA, USA. IGI Global. pp. 408-422
| Chapter Title | Measuring return on investment from implementing ITIL: a review of the literature |
|---|---|
| Book Chapter Category | Edited book (chapter) |
| ERA Publisher ID | 2177 |
| Book Title | Information technology governance and service management: frameworks and adaptations |
| Authors | Tiong, Chee Ing (Author), Cater-Steel, Aileen (Author) and Tan, Wui-Gee (Author) |
| Editors | Cater-Steel, Aileen |
| Page Range | 408-422 |
| Chapter Number | 23 |
| Number of Pages | 15 |
| Year | 2009 |
| Publisher | IGI Global |
| Place of Publication | Hershey PA, USA |
| ISBN | 9781605660080 |
| Web Address (URL) | http://www.igi-global.com/reference/details.asp?id=7964 |
| 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. |
| Keywords | ITIL, return on investment |
| ANZSRC Field of Research 2020 | 350203. Financial econometrics |
| 350715. Quality management | |
| 359999. Other commerce, management, tourism and services not elsewhere classified | |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | HD Digital Solutions, Australia |
| School of Information Systems |
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