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Overview:

VOI (Value of Investment) is the total measure of benefits derived from soft benefits; ROI is a component of VOI. ROI represents financial gains that are expressed as a percentage of the funds invested to generate that gain within a predetermined time. Financial gains can be captured by way of cost reductions. ROI alone does not capture the real value of ITIL and this should not be the primary metric in preparing a business case for ITIL; however, it is a fact that most enterprises will rely on ROI as the primary metric of evaluation. This is because traditionally, one of the thorniest business case problems has been quantifying soft benefits such as increased brand image and customer satisfaction.

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Format:PDFSize:71 KB
Date:Nov 2006
Pages:17

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