Due to the macroeconomic climate, IT projects
today get more scrutiny than in previous times. Accordingly, more people are
involved in the selection of a solution and its implementation into the
enterprise. Of course, a successful initiative should be in line with corporate
and departmental goals. Therefore, not only are IT executives involved in buying
decisions, but call center and help desk managers, users and even financial
executives play a role in the selection and implementation of IT projects. And,
while each party mentioned above might not have a Management Objective
associated with a knowledge management initiative—they do play a role in
determining if it will be successful or not.
Why take the time to accurately calculate ROI?
A knowledge management initiative takes time, money and
commitment - ongoing measurement of the program's achievements will show that it
can pay for itself and even start driving revenue to the company. These reasons
create a compelling case for measuring ROI:
- Benchmarking metrics establishes a baseline
- Set expectations (an often ignored step in IT projects)
- Gain management acceptance
- Create a repeatable model for measuring success
- Recognize true ROI
To read the full white paper, log on to:
http://www.serviceware.com/pdffiles/whitepapers/ServiceWare-Whitepaper-BusinessImpact-ROI.pdf
Source: Serviceware