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最近,一些企业公布了他们通过实施ITIL最佳实践所得到的收益。如Procter & Gamble表示:三年前开始使用ITIL,在运营成本上已经降低了6～8%,帮助台的呼叫量降低了10%;Ontario Justice Enterprise表示:两年半之前开始采纳ITIL,并建立了有效的服务台,使得支持费用降低了40%;Caterpillar表示:18个月之前开始采纳ITIL,其事件管理的目标响应时间合格率从60%攀升到90%。以上例子说明,通过实施ITIL最佳实践,企业可以得到切实的收益。【ITIL,即信息技术基础构架库(Information Technology Infrastructure Library),是英国商务部开发的一套指导IT服务管理规范的书籍,描述了用于管理IT服务的集成的、面向过程的、以及最佳实践的框架。】
Recently, some companies have announced the benefits they have gained from implementing ITIL best practices. For example, Procter & Gamble said that starting ITIL three years ago has seen a 6 to 8% reduction in operating costs and a 10% reduction in help desk calls. Ontario Justice Enterprise said that ITIL was adopted two and a half years ago and was established An effective Help Desk reduced support costs by 40%; Caterpillar said ITIL was introduced 18 months ago and its incident management compliance rate climbed from 60% to 90%. The above example shows that by implementing ITIL best practices, organizations can realize tangible benefits. [ITIL, the Information Technology Infrastructure Library, is a book developed by the UK Department of Commerce to guide the specification of IT services and describes integrated, process-oriented, and best-of-breed IT services Practical framework. 】