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Return on investment (ROI) is one of the most common and important measures of financial performance in the business world. Yet fewer than 10% of all technical support organizations utilize this critical metric. This session will present a simple yet compelling methodology for calculating the ROI of ITSM—a surefire way to enhance your visibility and credibility within the organization. Benchmarking data will be presented that objectively demonstrates the relationship between ROI and ITSM maturity, and you’ll review a case study from a Fortune 100 company that adopted an ROI methodology to justify its ITSM initiatives.

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