Quantifying Business Value with ITIL® and ITSM in the Modern Software For more information on Service & Asset Management, please visit: http://ow.ly/kxrv50fQCzn

1. Quantifying Business Value With ITIL® and ITSM
in the Modern Software Factory
Darren Arcangel
AMT32T
SERVICE & ASSET MANAGEMENT
Sr. Principal Services Architect
CA Technologies
Charles Nazare
Sr. Principal Product Marketing Manager
CA Technologies

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© 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2017 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

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Abstract
Every organization needs to become a modern software factory. You're developing new
capabilities to quickly deliver high-quality customer experiences. You've deployed
software that enables rapid development. And you're nurturing an agile mind-set with a
primary focus on customers. At some point during this journey, people up the food chain
will ask about their return on investment. Do you have a process or framework in place
to respond to the question with knowledge derived from quantifiable data? This session
looks at how ITIL® metrics and continuous service improvement can help quantify this
business value.
Darren
Arcangel
CA Technologies
Sr. Principal Services
Architect

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Agenda
ROI CASE STUDY – QUANTIFYING VALUE
CAPTURING BUSINESS METRICS
NEXT STEPS/Q&A
EXPECTED COST SAVINGS AND VALUE ADD
HOW ITIL® METRICS CAN HELP
CONTINUOUS SERVICE IMPROVEMENT
1
2
3
4
5
6

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ROI Case Study – DCHS
Identify a Strategy for Quantifying Value

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ROI Case Study – DCHS
Expanded View of Quantifying the Value of an IT Command Center

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Define the Strategy for Quantifying Value
Align Goals to Priorities

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Creating Targets to Measure Against
Results and Value Proposition Example

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Demonstrated % Improvement Business Metrics
ROI Assumptions and Metrics to Be Quantified

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Expected Cost Savings and Value Add
Cost Savings to DCHS

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Expected Cost Savings and Value Add
Service Delivery Performance Per Service

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Continual Service Improvement
Quantifying the ROI Numbers With CSI and PDCA

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Where to hear more…

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Recommended Sessions
SESSION # TITLE DATE/TIME
ITSM Demo
Area
Book Signing: ITIL and the Information Lifecycle –
Integrating Agile, DevOps and ITSM
11/15/2017 at 1:00 - 2:30 pm
AMT34T
Case Study: Five Easy Steps to Measuring and
Improving Self-Service Knowledge with CA Service
Desk Manager at RSM
11/15/2017 at 1:45 pm
AMT12S CA Service Management: Vision and Roadmap 11/15/2017 at 3:30 pm
AMT31S
Case Study: Leveraging ITSM as the Foundation to
Drive Automation Into IT Operations at MGM
11/16/2017 at 2:30 pm
AMX162S
Case Study: Transforming End User Support Using
Artificial Intelligence and CA Service Desk Manager at
Intergrupo
11/16/2017 at 4:15 pm

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Must See Demos
Service Desk
and Support
Analyst
Experience
Request
Management
and
Self-service
Management
Insights –
Reporting
and
Dashboards
Software and
Hardware
Asset
Management

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Questions?

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Stay connected at communities.ca.com
Thank you.

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Agile Management
For more information on Service & Asset Management,
please visit: http://cainc.to/CAW17-AM