Process Area Results

Incident Management Fewer Incidents resulting from Change

Problem / Availability Management Fewer IT Service Outages
Service Support and Service Delivery Less Unplanned Work for IT Staff
Change Management Less Unsuccessful / Backed-out Changes
Incident Management / Service Level Management Defined Services / Service Catalog
Financial Management Charging (even notational)
Capacity Management Hardware / Software Savings

INSTRUCTIONS: This workbook was created by ITSM Academy as a tool to assist organizations looking to justify a best
practice improvement program. In this workbook we have prepared ROI calculations.

The Cover Sheet, ROI Areas, has hyperlinks to the calculation worksheets. We have made some additional suggestions
for your input above and also some blank lines for you to add other areas of ROI.

Each worksheet has a sample ROI calculation based on actual ITSM Academy client successes. On each sheet, you will
find data boxes (the yellow boxes) where you can input your company's information to produce ROI results.

Pay it Forward: In order to assist other IT practitioner organizations in justifying a program to improve operational
effectiveness and customer satisfaction, we request that you share any additional calculations created from this
workbook. All information sources will be kept confidential.

Questions?: Contact Lisa Schwartz -

lschwartz@itsmacademy.com - 954.491.3442 x104

ITSM Academy www.itsmacademy.com 03/31/2011

 Sample: Reduced Incident Volume
$35 Average $ per Incident*
1,000 Average Incidents per week
$35,000 Incident cost per week Savings
Weekly Annual
Goal: Reduce By 10% $3,500 $182,005
20% $7,000 $364,010
*Source: Help Desk Institute 30% $10,500 $546,016

Reduced Incident Volume

$35 Average $ per Incident*
700 Average Incidents per week
$24,500 Incident cost per week Savings
Weekly Annual
Goal: Reduce By 20% $4,900 $254,810
25% $6,125 $318,513
*Source: Help Desk Institute 40% $9,800 $509,621

Input Data

ITSM Academy www.itsmacademy.com 03/31/2011

 Sample: Fewer IT Service Outages by Service (Employee Productivity)
3 Outages per month Outage Cost - Single Service Savings - Single Service
20 Average Outage in minutes Hour ### $3,606 Hour ### $721
150 Average users impacted Month ### $3,606 Month $721
$50,000 Average user annual salary Annual $43,269 Annual $8,654
$24.04 Average user hourly wage
Goal: Reduce By 20% Outage Cost - All Service Savings - All Services
Hour ### $79,327 Hour ### $15,866
Number of Services offered 22 Month $79,327 Month $15,866
Annual $951,923 Annual $190,385

Fewer IT Service Outages by Service (Employee Productivity)

5 Outages per month Outage Cost - Single Service Savings - Single Service
20 Average Outage in minutes Hour ### $96 Hour ### $24
4 Average users impacted Month ### $160 Month $40
$50,000 Average user annual salary Annual $1,923 Annual $481
$24.04 Average user hourly wage
Goal: Reduce By 25% Outage Cost - All Service Savings - All Services
Hour ### $2,115 Hour ### $529
Number of Services offered 22 Month $3,526 Month $882
Annual $42,308 Annual $10,577

Input Data

ITSM Academy www.itsmacademy.com 03/31/2011

 Sample: Less Unplanned IT Work Level 3 Staff Total Savings of Reducing Unplanned Work Input Data
7 Level 3 staff (As Determined Below)

$70,000 Average L3 annual salary 85 Staff

$5,833 Average L3 monthly salary Savings
$40,833 Monthly L3 salary (for team) Month $26,903
(ex. .20) 20% Percentage of unplanned L3 work Annual ###
$8,167 Monthly cost of unplanned work

20% Goal: Reduce By Savings

Month $1,634
Annual $19,603

Less Unplanned IT Work Level 1 Staff
50 Level 1 staff
$42,500 Average L1 annual salary
$3,542 Average L1 monthly salary
### Monthly L1 salary (for team)
(ex. .20) 20% Percentage of unplanned L1 work
$35,417 Monthly cost of unplanned work
Less Unplanned IT Work Level 2 Staff
28 Level 2 staff
$54,000 Average L2 annual salary
$4,500 Average L2 monthly salary
### Monthly L2 salary (for team)
20% Percentage of unplanned L2 work
$25,200 Monthly cost of unplanned work
Less Unplanned IT Work Level 3 Staff
7 Level 3 staff
$70,000 Average L3 annual salary
$5,833 Average L3 monthly salary
$40,833 Monthly L3 salary (for team)
20% Percentage of unplanned L3 work
$8,167 Monthly cost of unplanned work

50% Goal: Reduce By Savings 30%Goal: Reduce By Savings 20%Goal: Reduce By Savings
Month $17,709 Month $7,560 Month $1,634
Annual ### Annual $90,724 Annual ###

ITSM Academy www.itsmacademy.com 03/31/2011