Gartner Research

Do More With Less: Seven Examples of How ITIL 2011 Processes Can Help Reduce I&O Costs

Published: 04 May 2012

ID: G00231162

Analyst(s): Tapati Bandopadhyay


I&O is typically 60% of IT spending; of that, 40% is people costs, a vast majority of which are in IT operations. Use this research to find out how ITIL processes can be leveraged to reduce I&O costs by improving efficiencies and utilization, thus reducing failed efforts and rework.

Table Of Contents


  • Why Leverage ITIL 2011 for I&O Cost Savings
    • Example 1. Reduce Change Costs Using a CMP
    • Example 2. Reduce Service Request Costs Using Service Testing and Validation
    • Example 3. Reduce Multitier Escalation Costs of Nonstandard Configurations — Drive Standard Configurations for Most Service Assets (With SACM)
    • Example 4. Reduce Incidents and Outage Costs With Proactive Integrated Incident and Event Management Processes
    • Example 5. Reduce Fulfillment Request Process Costs
    • Example 6. Reduce Planned Downtime Costs With the Transition Planning and Support (TPS) Process
    • Example 7. Reduce Recurring-Incident Costs via the Problem Management Process
  • Bottom Line

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