Sample ROI report for Automated IT Issue Identification
Dear Sir/Madam
Please find attached the results of calculating an ROI case for your investment in Automated IT Issue Identification, based on the following input parameters which you recently supplied.
In summary your gross economic benefit over a 3 year period, based on the reasonable assumptions listed below would be £10,173,323 and the break even period for the investment required would be 3.03 months.
Input parameters supplied by you:
Number of Service Desk FTEs: 7
Number of IT Professionals Utilizing Service Desk: 500
Yearly Salary of FTE: £33,000
Number of Trouble Tickets Generated Per Month: 1,100
Percentage of Trouble Tickets that Progress to 2nd Level: 20%
Average Resolution Time of 1st Level Trouble Tickets in Days: 0.3
Average Resolution Time of 2nd Level Trouble Tickets in Days: 0.7
Assumptions made by us to achieve these results:
Percentage Increase in Productivity Due to Using Automated IT Issue Identification: 15% Percentage Decrease in Trouble Tickets Using Automated IT Issue Identification: 80% Uplift due to National Insurance, Pension, Medical etc for an FTE: 40% Key Output Numbers from the ROI model: |
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Calculated Internal Cost of Processing a Trouble Ticket Is £24.50 Business Cost of Loss of IT Productivity Per Month £6,606 Total Cost of Lost Productivity & Overhead Associated With IT Trouble Tickets Per Month £33,556 Automated IT Issue Identification Saving in Cost of Service Desk FTEs Per Month £17,248 Total Savings Due To Productivity Gains To IT Staff Per Month £288,750 Productivity Savings Due to Trouble Tickets Being Turned Around Quicker £2,642 ROI Break Even in Months (Default 3 Year Renewal Term) 3.03 months | Gross Economic Benefit Over 3 year Term Of Use £10,173,323 |
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