If you benchmark the cost of your incidents and can estimate how many are highly likely to reoccur without intervention to uncover root cause and address, over a given period, ROI on Problem Management should stack up nicely without too much difficulty.
A summary of non realizable benefits & current costs (include reputation, customer trust in reliability of services etc) will help. Look to your company values: what are their stated commitments to customer service and how do ITSM expected outcomes align?
In most org's good incident reporting should help senior leaders (business and IT) appreciate the ongoing cost of incidents and the risks inherent in only having an IM process (or the eventual cost of too much band-aiding).
Not sure of numbers needed? we applied for and got seed funding to pilot and demonstrate value, benchmark FTE needed..and this has worked well
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Discussion on issues related directly or largely to ITIL problem management.
4 posts • Page 1 of 1