Page 378 - ITIL® Foundation 3.15

Return on Investment (ROI) Value on Investment (VOI) Benefits
Improvements
Governance Baseline
Deming Wheel/Cycle Balanced Scorecard SWOT Analysis
Qualitative Quantitative Benchmark Benchmarking Metric
Key Performance Indicator Critical Success Factor
CSI Register
Return on Investment (ROI) - (Service Strategy) (Continual Service Improvement). A measurement of the expected benefit of an investment. In the simplest sense it is the net profit of an investment divided by the net worth of the assets invested. See also Value on Investment.
Value on Investment (VOI) - (Continual Service Improvement). A measurement of the expected benefit of an investment. VOI considers both financial and intangible benefits. See also Return on Investment.
Benefits - The gains achieved through realization of improvements, usually but not always expressed in monetary terms.
Improvements - Outcomes that when compared to the “before” state, show a measurable increase in desirable metric or decrease in an undesirable metric.
Governance - Ensuring that Policies and Strategy are actually implemented, and that required Processes are correctly followed. Governance includes defining Roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.
Baseline - (Continual Service Improvement). A Benchmark used as a reference point. For example:
• An ITSM Baseline can be used as a starting point to measure the effect of a Service
Improvement Plan
• A Performance Baseline can be used to measure changes in Performance over the lifetime of an
IT Service
• A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored
to a known Configuration if a Change or Release fails.
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