Realisation of benefits
Despite its intuitive appeal, investment in ITIL requires
economic justification of benefits and to date there has been
little research undertaken to quantify the benefits from ITIL
implementation. In South Africa, Potgieter et al. [32] conducted
a case study with a government organisation and concluded that
both customer satisfaction and operational performance improve
as the activities in the ITIL framework increase. Cater-Steel
et al. [6] found that many organisations reported difficulty in
determining tangible benefits from ITIL adoption. Nonetheless,
even if these ITIL benefits were suitably quantified so as to build
a sound case for the investment, Ward et al. [44] observe that in
most IT implementations few organisations tend to follow them
through to implementation to ensure that the benefits are managed
successfully. To facilitate the realisation of the benefits associated
with each process solution QH used novel concepts such as the
benefit register, benefit deposit slips and a benefit saving bank