Creation and Measurement of Value in Information Technology Service Management

The recent success of ITSM (Information Technology Service Management) has given new power to studies on IT governance, requiring a further effort, in terms of management, to the responsible in charge of the enterprise information systems. In such a sense, the investment evaluation has a particular importance, just because it focuses on back office computer science, in the ITSM perspective. We note, in the recent efforts on behalf of the professional community, a ‘back to basics’ tendency, a sort of return to the origins, which, in the case of IT investments, aims to assign to ROI and NPV an almost exclusive ability of evaluation. Instead, we think, also thanks to the analysis of a model for the classification of the capital budgeting criteria in technology, that the most correct way to appreciate the value of ITSM projects remains the use of blended methods (quantitative as well as qualitative).