{"id":220619,"date":"2025-09-26T09:57:10","date_gmt":"2025-09-26T07:57:10","guid":{"rendered":"https:\/\/otrs.com\/?p=220619"},"modified":"2025-10-01T09:57:44","modified_gmt":"2025-10-01T07:57:44","slug":"roi","status":"publish","type":"post","link":"https:\/\/otrs.com\/blog\/it-budget\/roi\/","title":{"rendered":"How to Achieve a Positive ROI in ITSM\/ESM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"220619\" class=\"elementor elementor-220619\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4241b81 elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4241b81\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2a556eaf\" data-id=\"2a556eaf\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68ae4b09 elementor-share-buttons--view-icon elementor-grid-1 elementor-widget__width-auto elementor-fixed elementor-share-buttons--skin-gradient elementor-share-buttons--shape-square elementor-share-buttons--color-official elementor-widget elementor-widget-share-buttons\" data-id=\"68ae4b09\" data-element_type=\"widget\" data-settings=\"{&quot;share_url&quot;:{&quot;url&quot;:&quot;https:\\\/\\\/staging.otrs.com\\\/contact\\\/&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;_position&quot;:&quot;fixed&quot;}\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_xing\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on xing\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-xing\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M162.7 210c-1.8 3.3-25.2 44.4-70.1 123.5-4.9 8.3-10.8 12.5-17.7 12.5H9.8c-7.7 0-12.1-7.5-8.5-14.4l69-121.3c.2 0 .2-.1 0-.3l-43.9-75.6c-4.3-7.8.3-14.1 8.5-14.1H100c7.3 0 13.3 4.1 18 12.2l44.7 77.5zM382.6 46.1l-144 253v.3L330.2 466c3.9 7.1.2 14.1-8.5 14.1h-65.2c-7.6 0-13.6-4-18-12.2l-92.4-168.5c3.3-5.8 51.5-90.8 144.8-255.2 4.6-8.1 10.4-12.2 17.5-12.2h65.7c8 0 12.3 6.7 8.5 14.1z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_linkedin\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on linkedin\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_facebook\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on facebook\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_twitter\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on twitter\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-twitter\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M459.37 151.716c.325 4.548.325 9.097.325 13.645 0 138.72-105.583 298.558-298.558 298.558-59.452 0-114.68-17.219-161.137-47.106 8.447.974 16.568 1.299 25.34 1.299 49.055 0 94.213-16.568 130.274-44.832-46.132-.975-84.792-31.188-98.112-72.772 6.498.974 12.995 1.624 19.818 1.624 9.421 0 18.843-1.3 27.614-3.573-48.081-9.747-84.143-51.98-84.143-102.985v-1.299c13.969 7.797 30.214 12.67 47.431 13.319-28.264-18.843-46.781-51.005-46.781-87.391 0-19.492 5.197-37.36 14.294-52.954 51.655 63.675 129.3 105.258 216.365 109.807-1.624-7.797-2.599-15.918-2.599-24.04 0-57.828 46.782-104.934 104.934-104.934 30.213 0 57.502 12.67 76.67 33.137 23.715-4.548 46.456-13.32 66.599-25.34-7.798 24.366-24.366 44.833-46.132 57.827 21.117-2.273 41.584-8.122 60.426-16.243-14.292 20.791-32.161 39.308-52.628 54.253z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_whatsapp\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on whatsapp\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-whatsapp\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M380.9 97.1C339 55.1 283.2 32 223.9 32c-122.4 0-222 99.6-222 222 0 39.1 10.2 77.3 29.6 111L0 480l117.7-30.9c32.4 17.7 68.9 27 106.1 27h.1c122.3 0 224.1-99.6 224.1-222 0-59.3-25.2-115-67.1-157zm-157 341.6c-33.2 0-65.7-8.9-94-25.7l-6.7-4-69.8 18.3L72 359.2l-4.4-7c-18.5-29.4-28.2-63.3-28.2-98.2 0-101.7 82.8-184.5 184.6-184.5 49.3 0 95.6 19.2 130.4 54.1 34.8 34.9 56.2 81.2 56.1 130.5 0 101.8-84.9 184.6-186.6 184.6zm101.2-138.2c-5.5-2.8-32.8-16.2-37.9-18-5.1-1.9-8.8-2.8-12.5 2.8-3.7 5.6-14.3 18-17.6 21.8-3.2 3.7-6.5 4.2-12 1.4-32.6-16.3-54-29.1-75.5-66-5.7-9.8 5.7-9.1 16.3-30.3 1.8-3.7.9-6.9-.5-9.7-1.4-2.8-12.5-30.1-17.1-41.2-4.5-10.8-9.1-9.3-12.5-9.5-3.2-.2-6.9-.2-10.6-.2-3.7 0-9.7 1.4-14.8 6.9-5.1 5.6-19.4 19-19.4 46.3 0 27.3 19.9 53.7 22.6 57.4 2.8 3.7 39.1 59.7 94.8 83.8 35.2 15.2 49 16.5 66.6 13.9 10.7-1.6 32.8-13.4 37.4-26.4 4.6-13 4.6-24.1 3.2-26.4-1.3-2.5-5-3.9-10.5-6.6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-51015238 e-flex e-con-boxed e-con e-parent\" data-id=\"51015238\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-65dad218 firstheadline-blog elementor-widget elementor-widget-global elementor-global-90300 elementor-widget-heading\" data-id=\"65dad218\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xxl\">How to Achieve a Positive ROI in ITSM\/ESM<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-656c3d92 e-con-full e-flex e-con e-child\" data-id=\"656c3d92\" data-element_type=\"container\">\n\t\t<!-- hidden widget 220619-61f34d08 -->\t\t<div class=\"elementor-element elementor-element-76531821 elementor-align-left dc-has-condition dc-condition-not_equal elementor-widget elementor-widget-post-info\" data-id=\"76531821\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-33201fb elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>2025-09-26<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-e0a6d4d elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=_-4.html>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tTobias Kortas\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-401bdbae elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"401bdbae\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-3df433d elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=_-5.html class=\"elementor-post-info__terms-list-item\">IT Budget<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-37ef1fef sectioncontent e-con-full e-flex e-con e-parent\" data-id=\"37ef1fef\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-50b2cdcc e-con-full blog-left-sidebar e-flex e-con e-child\" data-id=\"50b2cdcc\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13430b33 toggle-sidebar elementor-widget elementor-widget-global elementor-global-90330 elementor-widget-button\" data-id=\"13430b33\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_range&quot;:&quot;viewport&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_offset&quot;:&quot;120&quot;,&quot;sticky_effects_offset&quot;:&quot;40&quot;,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_anchor_link_offset&quot;:0}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=_-6.html#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-list-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M464 32H48C21.49 32 0 53.49 0 80v352c0 26.51 21.49 48 48 48h416c26.51 0 48-21.49 48-48V80c0-26.51-21.49-48-48-48zm-6 400H54a6 6 0 0 1-6-6V86a6 6 0 0 1 6-6h404a6 6 0 0 1 6 6v340a6 6 0 0 1-6 6zm-42-92v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm0-96v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm0-96v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm-252 12c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36zm0 96c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36zm0 96c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">TOC&nbsp;&nbsp;&nbsp;<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4262e96 maintoc-container e-flex e-con-boxed e-con e-child\" data-id=\"4262e96\" data-element_type=\"container\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_offset&quot;:&quot;125&quot;,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;animation&quot;:&quot;none&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-21822908 elementor-widget__width-initial elementor-hidden-tablet elementor-hidden-mobile firstheadline-toc elementor-widget elementor-widget-global elementor-global-90314 elementor-widget-heading\" data-id=\"21822908\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-medium\">How to Achieve a Positive ROI in ITSM\/ESM<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-dce-background-color=\"#FFFFFF\" class=\"elementor-element elementor-element-149b1927 elementor-widget__width-initial elementor-toc--content-ellipsis elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-global elementor-global-90324 elementor-widget-table-of-contents\" data-id=\"149b1927\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;_animation&quot;:&quot;none&quot;,&quot;container&quot;:&quot;.mastercontainer&quot;,&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;marker_view&quot;:&quot;numbers&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<div id=\"elementor-toc__149b1927\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-646ee47c e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"646ee47c\" data-element_type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e7c5da5 e-con-full mastercontainer blog-main-content e-flex e-con e-child\" data-id=\"7e7c5da5\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d1993d1 elementor-widget elementor-widget-global elementor-global-90303 elementor-widget-image\" data-id=\"4d1993d1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" width=\"1024\" height=\"683\" src=_-7.html class=\"attachment-large size-large wp-image-220578\" alt=\"\" srcset=\"https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-1024x683.jpg 1024w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-300x200.jpg 300w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-768x512.jpg 768w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-80x53.jpg 80w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-725x483.jpg 725w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-440x293.jpg 440w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" title=\"ROI Blog post\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39e120d8 mastercontainer elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"39e120d8\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:&quot;100&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Companies are under cost pressure: this is especially true today, but it has always been the case. Smart business management means ensuring that expenses pay off and deliver a positive return on investment (ROI) within a foreseeable time frame.<\/p><p>The same applies to IT budgets: organizations should benefit more from software solutions than they spend on them. Factors such as significant efficiency gains, quality improvements, or higher customer satisfaction are among the clearest indicators of a positive ROI. Even small time savings, more clarity for employees, or slightly better structures can already make a big difference.<\/p><p>This article explains how to reliably achieve ROI in IT Service Management (ITSM) and Enterprise Service Management (ESM).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28215462 mastercontainer elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"28215462\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:&quot;100&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Payback in Software Investments\u00a0<\/h2><p><span data-contrast=\"auto\">Saving money leaves reserves. But those who don\u2019t invest also miss out on profit opportunities. Many organizations with limited IT budgets therefore face tough decisions: Should they accept investment costs or save money and thereby miss out on potential gains such as productivity increases, higher efficiency, or improved customer satisfaction?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">It\u2019s easy to choose the former when the benefits are clear. The real challenge, however, is that many prospective buyers don\u2019t know how to use software to its full potential \u2013 and often apply it only in very limited ways. Those who know how to use it effectively, on the other hand, can expect relatively fast payback.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The basic prerequisite for achieving a positive ROI is therefore to carefully explore the possibilities a software solution offers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><h3>Why ROI Is Such a Key Metric\u00a0<\/h3><p><span data-contrast=\"auto\">Return on Investment (ROI) measures the profitability of investments \u2013 data-driven and value-oriented. In IT or software decisions, it helps compare different options, make informed choices, and allocate available resources in a targeted way.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">While qualitative benefits are important, most business cases require measurable, quantitative outcomes with a focus on financial returns. For example, a modern, intuitive user interface can only serve as a valid element of decision-making once its (financial) benefits can be quantified.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"none\">Sample ROI Calculation: Implementing a Ticketing System<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">A <a href=_-8.html>ticketing system<\/a> offers organizations a range of advantages such as centralized <a href=_-9.html>information flow<\/a>, automation, and service optimization. These are all valuable benefits, but they only become truly meaningful once translated into financial terms.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In practice, multiple factors come into play here \u2013 for instance, the financial equivalent of a 10% increase in customer satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To illustrate, let\u2019s stick to a simple example:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><b><span data-contrast=\"auto\">Costs:<\/span><\/b><span data-contrast=\"auto\"> License + Implementation + Training = \u20ac50,000 in the first year<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><b><span data-contrast=\"auto\">Benefits:<\/span><\/b><span data-contrast=\"auto\"> Through automation, support employees save 200 hours per month. At an average hourly rate of \u20ac35 (including full costs), that amounts to \u20ac84,000 per year.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><b><span data-contrast=\"auto\">ROI = (84,000 \u2013 50,000) \/ 50,000 = 68%<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In this case, the investment would clearly pay off, with amortization within the first year.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6f02ed elementor-widget elementor-widget-text-editor\" data-id=\"c6f02ed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Tips for More Accurate ROI Calculations in ITSM\/ESM\u00a0<\/h2><p><span data-contrast=\"auto\">While the above example is simplified, it already provides a useful ROI estimate. For more precision, organizations should consider:<\/span><\/p><h3><b><span data-contrast=\"none\">1. Total Cost of Ownership (TCO)<\/span><\/b><\/h3><p><span data-contrast=\"auto\">A more accurate approach involves concepts like <a href=_-10.html>TCO<\/a>, which includes indirect costs, operating costs, and end-of-life expenses to provide a holistic view.<\/span><\/p><h3><b><span data-contrast=\"none\">2. Maturity Level<\/span><\/b><\/h3><p><span data-contrast=\"auto\">The profitability of software also depends on the maturity of existing processes. A <a href=_-11.html>maturity assessment<\/a> reveals where optimizations and professionalization will pay off most. Running such an assessment before calculating ROI can be highly beneficial.<\/span><\/p><h3><b><span data-contrast=\"none\">3. Direct and Indirect Savings<\/span><\/b><\/h3><p><span data-contrast=\"auto\">Software benefits are not only direct \u2013 such as labor-hour savings or reduced ticket volume \u2013 but also indirect, like opportunity creation, better customer experience, or higher employee satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Software can also indirectly influence hard metrics, such as customer churn rates, by enabling faster and better ITSM services.<\/span><\/p><h3><b><span data-contrast=\"none\">4. Multiple Benefit Factors<\/span><\/b><\/h3><p><span data-contrast=\"auto\">To achieve accurate ROI calculations, include:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">A realistic cost base such as TCO<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Full employee costs (including social contributions, infrastructure, etc.)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Differentiated benefits:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<br \/><\/span><span data-contrast=\"auto\">1. Hard savings: labor hours, errors, downtime<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\"> <br \/><\/span>2. Soft savings: customer satisfaction, response times, compliance<\/li><\/ul><h3><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\"><b><span data-contrast=\"none\">5. Additional Recommendations<\/span><\/b><\/span><\/h3><p><span data-contrast=\"auto\">Run different scenarios \u2013 conservative, realistic, and optimistic. Decision-makers may also define a time horizon; three years is usually long enough yet still manageable.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">As an additional ROI indicator, a payback period can be helpful. It shows how long it will take for the investment to pay for itself. This figure \u2013 e.g., \u201cpayback after 16 months\u201d \u2013 is often more tangible than ROI alone.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a66ff9 elementor-widget elementor-widget-text-editor\" data-id=\"6a66ff9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><b><span data-contrast=\"none\">Self-Service Portals: A Key ROI Factor<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/h2><p><span data-contrast=\"auto\">There are many ways to financially benefit from well-implemented ITSM and ESM \u2013 including the extension of ESM to non-IT departments.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">One of the most direct ROI examples is the introduction of a <a href=_-12.html>self-service portal<\/a>. Such a portal reduces the workload of customer support by lowering the number of tickets and requests to process.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In short: by enabling end users to handle tasks previously managed by the service desk, organizations reduce costs while also delivering faster problem resolution. This improves satisfaction, which in turn has indirect financial benefits.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><h3><strong>Calculating ROI for Self-Service Portals\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">To calculate ROI for a self-service portal, you need:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The total number of monthly service desk tickets<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">A realistic estimate of how many tickets can be deflected via self-service<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">The average handling cost per ticket<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">The initial and ongoing costs for self-service<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><i><span data-contrast=\"auto\">Note: Since self-service functionality is often included in modern ITSM platforms, some costs may count as optimization of existing investments.<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This type of calculation provides quick insights, but also reduces complexity. A holistic view \u2013 including indirect and qualitative factors \u2013 is always recommended.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h2><b><span data-contrast=\"none\">AI as an ROI Driver<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/h2><p><span data-contrast=\"auto\">There are many factors that drive a high ROI. Even small productivity gains of just a few percentage points can have a major impact.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">However, beyond self-service portals, <a href=_-13.html>AI applications<\/a> and automation exert the strongest and most direct influence, as they eliminate many manual steps. With the right AI support, employees also gain rapid, well-founded insights, leading to better outcomes.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Key AI applications that serve as ROI drivers include:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=_-14.html><span data-contrast=\"auto\">Ticket summarization<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/a><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ticket classification and service descriptions<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Automated response generation<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Real-time translations<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Sentiment analysis<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-737496f elementor-widget elementor-widget-button\" data-id=\"737496f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=_-15.html>\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View the datasheet on OTRS AI Services<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9719f08 elementor-widget elementor-widget-text-editor\" data-id=\"9719f08\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Conclusion: ROI \u2013 One (Important) Part of the Truth\u00a0<\/h2><p><span data-contrast=\"auto\">Investments must pay off \u2013 this principle applies to IT Service Management (ITSM) and Enterprise Service Management (ESM) just as it does in general business. Especially with limited budgets and the need to invest wisely, ROI serves as a key metric that provides valuable guidance.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Decision-makers, however, should keep in mind that ROI represents only part of the picture. Additional indicators such as the payback period, results from a maturity assessment (easy and quick to conduct), or qualitative, non-quantifiable factors also contribute to the full evaluation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5901f7b2 e-flex e-con-boxed e-con e-child\" data-id=\"5901f7b2\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6145fd5 elementor-author-box--layout-image-left elementor-author-box--align-left elementor-author-box--name-yes elementor-author-box--biography-yes elementor-widget elementor-widget-author-box\" data-id=\"6145fd5\" data-element_type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<a href=_-4.html>\n\t\t\t\t\t\t<span class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tTobias Kortas\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d2ae60c elementor-widget elementor-widget-post-info\" data-id=\"d2ae60c\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-3df433d elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-tags\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M497.941 225.941L286.059 14.059A48 48 0 0 0 252.118 0H48C21.49 0 0 21.49 0 48v204.118a48 48 0 0 0 14.059 33.941l211.882 211.882c18.744 18.745 49.136 18.746 67.882 0l204.118-204.118c18.745-18.745 18.745-49.137 0-67.882zM112 160c-26.51 0-48-21.49-48-48s21.49-48 48-48 48 21.49 48 48-21.49 48-48 48zm513.941 133.823L421.823 497.941c-18.745 18.745-49.137 18.745-67.882 0l-.36-.36L527.64 323.522c16.999-16.999 26.36-39.6 26.36-63.64s-9.362-46.641-26.36-63.64L331.397 0h48.721a48 48 0 0 1 33.941 14.059l211.882 211.882c18.745 18.745 18.745 49.137 0 67.882z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=_-5.html class=\"elementor-post-info__terms-list-item\">IT Budget<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-32c3d6ee e-flex e-con-boxed e-con e-child\" data-id=\"32c3d6ee\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ffbd9d2 cpel-lv--yes elementor-post-navigation-borders-yes elementor-widget elementor-widget-post-navigation\" data-id=\"2ffbd9d2\" data-element_type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t<a href=_-16.html rel=\"prev\"><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-prev\"><i class=\"fa fa-angle-left\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">Prev<\/span><\/span><span class=\"elementor-post-navigation__link__prev\"><span class=\"post-navigation__prev--label\">Previous<\/span><span class=\"post-navigation__prev--title\">Gesti\u00f3n de Solicitudes: Beneficios, Mejores Pr\u00e1cticas y Software<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation__separator-wrapper\">\n\t\t\t\t\t<div class=\"elementor-post-navigation__separator\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t<a href=_-17.html rel=\"next\"><span class=\"elementor-post-navigation__link__next\"><span class=\"post-navigation__next--label\">Next<\/span><span class=\"post-navigation__next--title\">Wie man im ITSM\/ESM einen positiven ROI erzielt<\/span><\/span><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-next\"><i class=\"fa fa-angle-right\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">N\u00e4chster<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eab9cd3 cpel-lv--yes elementor-post-navigation-borders-yes elementor-widget elementor-widget-post-navigation\" data-id=\"eab9cd3\" data-element_type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t<a href=_-16.html rel=\"prev\"><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-prev\"><i class=\"fa fa-angle-left\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">Prev<\/span><\/span><span class=\"elementor-post-navigation__link__prev\"><span class=\"post-navigation__prev--label\">Pr\u00e9c\u00e9dent<\/span><span class=\"post-navigation__prev--title\">Gesti\u00f3n de Solicitudes: Beneficios, Mejores Pr\u00e1cticas y Software<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation__separator-wrapper\">\n\t\t\t\t\t<div class=\"elementor-post-navigation__separator\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t<a href=_-17.html rel=\"next\"><span class=\"elementor-post-navigation__link__next\"><span class=\"post-navigation__next--label\">Suivant<\/span><span class=\"post-navigation__next--title\">Wie man im ITSM\/ESM einen positiven ROI erzielt<\/span><\/span><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-next\"><i class=\"fa fa-angle-right\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">N\u00e4chster<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-812714c e-con-full blog-right-sidebar e-flex e-con e-child\" data-id=\"812714c\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75edf735 border-0 menu-align-flex-start elementor-widget elementor-widget-global elementor-global-90306 elementor-widget-taxonomy-terms-menu\" data-id=\"75edf735\" data-element_type=\"widget\" data-widget_type=\"taxonomy-terms-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav class=\"dce-menu dce-flex-menu horizontal\"><h3 class=\"dce-parent-title\">category<\/h3><ul class=\"first-level\"><li class=\"dce-term-6954\"><a href=_-18.html><span>Blog (0)<\/span><\/a><\/li><li class=\"dce-term-7134 dce-term-parent-6954\"><a href=_-19.html><span>((OTRS)) Community Edition (2)<\/span><\/a><\/li><li class=\"dce-term-7126 dce-term-parent-6954\"><a href=_-20.html><span>Adopter OTRS (3)<\/span><\/a><\/li><li class=\"dce-term-7110 dce-term-parent-6954\"><a href=_-21.html><span>Bonnes pratiques (1)<\/span><\/a><\/li><li class=\"dce-term-7334 dce-term-parent-6954\"><a href=_-22.html><span>Budget informatique (1)<\/span><\/a><\/li><li class=\"dce-term-7251 dce-term-parent-6954\"><a href=_-23.html><span>ESM (3)<\/span><\/a><\/li><li class=\"dce-term-7106 dce-term-parent-6954\"><a href=_-24.html><span>IA et automatisation (4)<\/span><\/a><\/li><li class=\"dce-term-7118 dce-term-parent-6954\"><a href=_-25.html><span>ITSM (12)<\/span><\/a><\/li><li class=\"dce-term-7122 dce-term-parent-6954\"><a href=_-26.html><span>Processus et workflows (2)<\/span><\/a><\/li><li class=\"dce-term-7124 dce-term-parent-6954\"><a href=_-27.html><span>S\u00e9curit\u00e9 et conformit\u00e9 (4)<\/span><\/a><\/li><li class=\"dce-term-7114 dce-term-parent-6954\"><a href=_-28.html><span>Service client (4)<\/span><\/a><\/li><li class=\"dce-term-7116 dce-term-parent-6954\"><a href=_-29.html><span>Transformation digitale (2)<\/span><\/a><\/li><li class=\"dce-term-1\"><a href=_-30.html><span>Blog (0)<\/span><\/a><\/li><li class=\"dce-term-6790 dce-term-parent-1\"><a href=_-31.html><span>Best Practices (37)<\/span><\/a><\/li><li class=\"dce-term-583 dce-term-parent-1\"><a href=_-32.html><span>Customer Service (36)<\/span><\/a><\/li><li class=\"dce-term-652 dce-term-parent-1\"><a href=_-33.html><span>Digitale Transformation (47)<\/span><\/a><\/li><li class=\"dce-term-6944 dce-term-parent-1\"><a href=_-34.html><span>ESM (5)<\/span><\/a><\/li><li class=\"dce-term-7326 dce-term-parent-1\"><a href=_-35.html><span>IT-Budget (5)<\/span><\/a><\/li><li class=\"dce-term-7316 dce-term-parent-1\"><a href=_-36.html><span>ITAM (8)<\/span><\/a><\/li><li class=\"dce-term-556 dce-term-parent-1\"><a href=_-37.html><span>ITSM (61)<\/span><\/a><\/li><li class=\"dce-term-6821 dce-term-parent-1\"><a href=_-38.html><span>KI &amp; Automatisierung (18)<\/span><\/a><\/li><li class=\"dce-term-2996 dce-term-parent-1\"><a href=_-39.html><span>Leadership (15)<\/span><\/a><\/li><li class=\"dce-term-6876 dce-term-parent-1\"><a href=_-40.html><span>OTRS Community Edition (3)<\/span><\/a><\/li><li class=\"dce-term-1467 dce-term-parent-1\"><a href=_-41.html><span>OTRS Group (33)<\/span><\/a><\/li><li class=\"dce-term-1912 dce-term-parent-1\"><a href=_-42.html><span>OTRS Nutzung (14)<\/span><\/a><\/li><li class=\"dce-term-5022 dce-term-parent-1\"><a href=_-43.html><span>Prozesse &amp; Workflows (21)<\/span><\/a><\/li><li class=\"dce-term-634 dce-term-parent-1\"><a href=_-44.html><span>Security &amp; Compliance (34)<\/span><\/a><\/li><li class=\"dce-term-546\"><a href=_-45.html><span>Blog (0)<\/span><\/a><\/li><li class=\"dce-term-6938 dce-term-parent-546\"><a href=_-46.html><span>ESM (4)<\/span><\/a><\/li><li class=\"dce-term-7318 dce-term-parent-546\"><a href=_-47.html><span>Gesti\u00f3n de activos de TI (3)<\/span><\/a><\/li><li class=\"dce-term-6823 dce-term-parent-546\"><a href=_-48.html><span>IA y automatizaci\u00f3n (3)<\/span><\/a><\/li><li class=\"dce-term-5054 dce-term-parent-546\"><a href=_-49.html><span>ITSM (21)<\/span><\/a><\/li><li class=\"dce-term-6792 dce-term-parent-546\"><a href=_-50.html><span>Mejores Pr\u00e1cticas (5)<\/span><\/a><\/li><li class=\"dce-term-6878 dce-term-parent-546\"><a href=_-51.html><span>OTRS Community Edition (3)<\/span><\/a><\/li><li class=\"dce-term-7328 dce-term-parent-546\"><a href=_-52.html><span>Presupuesto de TI (2)<\/span><\/a><\/li><li class=\"dce-term-5060 dce-term-parent-546\"><a href=_-53.html><span>Procesos &amp; Workflows (1)<\/span><\/a><\/li><li class=\"dce-term-5046 dce-term-parent-546\"><a href=_-54.html><span>Seguridad &amp; 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href=_-72.html><span>Biztons\u00e1g &amp; Megfelel\u00e9s (5)<\/span><\/a><\/li><li class=\"dce-term-5032 dce-term-parent-554\"><a href=_-73.html><span>Digit\u00e1lis transzform\u00e1ci\u00f3 (3)<\/span><\/a><\/li><li class=\"dce-term-6942 dce-term-parent-554\"><a href=_-74.html><span>ESM (4)<\/span><\/a><\/li><li class=\"dce-term-4920 dce-term-parent-554\"><a href=_-75.html><span>Folyamatok &amp; Munkafolyamatok (5)<\/span><\/a><\/li><li class=\"dce-term-7322 dce-term-parent-554\"><a href=_-76.html><span>IT-eszk\u00f6zmenedzsment (ITAM) (2)<\/span><\/a><\/li><li class=\"dce-term-7332 dce-term-parent-554\"><a href=_-77.html><span>IT-k\u00f6lts\u00e9gvet\u00e9s (1)<\/span><\/a><\/li><li class=\"dce-term-4916 dce-term-parent-554\"><a href=_-78.html><span>ITSM (16)<\/span><\/a><\/li><li class=\"dce-term-6796 dce-term-parent-554\"><a href=_-79.html><span>Legjobb Gyakorlatok (6)<\/span><\/a><\/li><li class=\"dce-term-6827 dce-term-parent-554\"><a href=_-80.html><span>Mesters\u00e9ges 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dce-term-parent-6846\"><a href=_-89.html><span>ESM (5)<\/span><\/a><\/li><li class=\"dce-term-7301 dce-term-parent-6846\"><a href=_-5.html><span>IT Budget (5)<\/span><\/a><\/li><li class=\"dce-term-7314 dce-term-parent-6846\"><a href=_-90.html><span>ITAM (8)<\/span><\/a><\/li><li class=\"dce-term-568 dce-term-parent-6846\"><a href=_-91.html><span>ITSM (61)<\/span><\/a><\/li><li class=\"dce-term-2994 dce-term-parent-6846\"><a href=_-92.html><span>Leadership (15)<\/span><\/a><\/li><li class=\"dce-term-6869 dce-term-parent-6846\"><a href=_-93.html><span>OTRS Community Edition (3)<\/span><\/a><\/li><li class=\"dce-term-1465 dce-term-parent-6846\"><a href=_-94.html><span>OTRS Group (31)<\/span><\/a><\/li><li class=\"dce-term-3562 dce-term-parent-6846\"><a href=_-95.html><span>Processes &amp; Workflows (21)<\/span><\/a><\/li><li class=\"dce-term-630 dce-term-parent-6846\"><a href=_-96.html><span>Security &amp; Compliance (34)<\/span><\/a><\/li><li class=\"dce-term-5427 dce-term-parent-6846\"><a href=_-97.html><span>Technical Insights (111)<\/span><\/a><\/li><li class=\"dce-term-1914 dce-term-parent-6846\"><a href=_-98.html><span>Using OTRS (14)<\/span><\/a><\/li><\/ul><\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<!-- dce invisible element 268397c3 -->\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-12e372dd elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"12e372dd\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-14c91c58\" data-id=\"14c91c58\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5076c62e 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elementor-share-btn_xing\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on xing\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-xing\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M162.7 210c-1.8 3.3-25.2 44.4-70.1 123.5-4.9 8.3-10.8 12.5-17.7 12.5H9.8c-7.7 0-12.1-7.5-8.5-14.4l69-121.3c.2 0 .2-.1 0-.3l-43.9-75.6c-4.3-7.8.3-14.1 8.5-14.1H100c7.3 0 13.3 4.1 18 12.2l44.7 77.5zM382.6 46.1l-144 253v.3L330.2 466c3.9 7.1.2 14.1-8.5 14.1h-65.2c-7.6 0-13.6-4-18-12.2l-92.4-168.5c3.3-5.8 51.5-90.8 144.8-255.2 4.6-8.1 10.4-12.2 17.5-12.2h65.7c8 0 12.3 6.7 8.5 14.1z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_linkedin\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on linkedin\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_facebook\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on facebook\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_x-twitter\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on x-twitter\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-x-twitter\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M389.2 48h70.6L305.6 224.2 487 464H345L233.7 318.6 106.5 464H35.8L200.7 275.5 26.8 48H172.4L272.9 180.9 389.2 48zM364.4 421.8h39.1L151.1 88h-42L364.4 421.8z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_whatsapp\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on whatsapp\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-whatsapp\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M380.9 97.1C339 55.1 283.2 32 223.9 32c-122.4 0-222 99.6-222 222 0 39.1 10.2 77.3 29.6 111L0 480l117.7-30.9c32.4 17.7 68.9 27 106.1 27h.1c122.3 0 224.1-99.6 224.1-222 0-59.3-25.2-115-67.1-157zm-157 341.6c-33.2 0-65.7-8.9-94-25.7l-6.7-4-69.8 18.3L72 359.2l-4.4-7c-18.5-29.4-28.2-63.3-28.2-98.2 0-101.7 82.8-184.5 184.6-184.5 49.3 0 95.6 19.2 130.4 54.1 34.8 34.9 56.2 81.2 56.1 130.5 0 101.8-84.9 184.6-186.6 184.6zm101.2-138.2c-5.5-2.8-32.8-16.2-37.9-18-5.1-1.9-8.8-2.8-12.5 2.8-3.7 5.6-14.3 18-17.6 21.8-3.2 3.7-6.5 4.2-12 1.4-32.6-16.3-54-29.1-75.5-66-5.7-9.8 5.7-9.1 16.3-30.3 1.8-3.7.9-6.9-.5-9.7-1.4-2.8-12.5-30.1-17.1-41.2-4.5-10.8-9.1-9.3-12.5-9.5-3.2-.2-6.9-.2-10.6-.2-3.7 0-9.7 1.4-14.8 6.9-5.1 5.6-19.4 19-19.4 46.3 0 27.3 19.9 53.7 22.6 57.4 2.8 3.7 39.1 59.7 94.8 83.8 35.2 15.2 49 16.5 66.6 13.9 10.7-1.6 32.8-13.4 37.4-26.4 4.6-13 4.6-24.1 3.2-26.4-1.3-2.5-5-3.9-10.5-6.6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"220619\" class=\"elementor elementor-220619\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4241b81 elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4241b81\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2a556eaf\" data-id=\"2a556eaf\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68ae4b09 elementor-share-buttons--view-icon elementor-grid-1 elementor-widget__width-auto elementor-fixed elementor-share-buttons--skin-gradient elementor-share-buttons--shape-square elementor-share-buttons--color-official elementor-widget elementor-widget-share-buttons\" data-id=\"68ae4b09\" data-element_type=\"widget\" data-settings=\"{&quot;share_url&quot;:{&quot;url&quot;:&quot;https:\\\/\\\/staging.otrs.com\\\/contact\\\/&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;_position&quot;:&quot;fixed&quot;}\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_xing\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on xing\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-xing\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M162.7 210c-1.8 3.3-25.2 44.4-70.1 123.5-4.9 8.3-10.8 12.5-17.7 12.5H9.8c-7.7 0-12.1-7.5-8.5-14.4l69-121.3c.2 0 .2-.1 0-.3l-43.9-75.6c-4.3-7.8.3-14.1 8.5-14.1H100c7.3 0 13.3 4.1 18 12.2l44.7 77.5zM382.6 46.1l-144 253v.3L330.2 466c3.9 7.1.2 14.1-8.5 14.1h-65.2c-7.6 0-13.6-4-18-12.2l-92.4-168.5c3.3-5.8 51.5-90.8 144.8-255.2 4.6-8.1 10.4-12.2 17.5-12.2h65.7c8 0 12.3 6.7 8.5 14.1z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_linkedin\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on linkedin\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_facebook\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on facebook\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_twitter\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on twitter\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-twitter\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M459.37 151.716c.325 4.548.325 9.097.325 13.645 0 138.72-105.583 298.558-298.558 298.558-59.452 0-114.68-17.219-161.137-47.106 8.447.974 16.568 1.299 25.34 1.299 49.055 0 94.213-16.568 130.274-44.832-46.132-.975-84.792-31.188-98.112-72.772 6.498.974 12.995 1.624 19.818 1.624 9.421 0 18.843-1.3 27.614-3.573-48.081-9.747-84.143-51.98-84.143-102.985v-1.299c13.969 7.797 30.214 12.67 47.431 13.319-28.264-18.843-46.781-51.005-46.781-87.391 0-19.492 5.197-37.36 14.294-52.954 51.655 63.675 129.3 105.258 216.365 109.807-1.624-7.797-2.599-15.918-2.599-24.04 0-57.828 46.782-104.934 104.934-104.934 30.213 0 57.502 12.67 76.67 33.137 23.715-4.548 46.456-13.32 66.599-25.34-7.798 24.366-24.366 44.833-46.132 57.827 21.117-2.273 41.584-8.122 60.426-16.243-14.292 20.791-32.161 39.308-52.628 54.253z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\">\n\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"elementor-share-btn elementor-share-btn_whatsapp\"\n\t\t\t\t\t\t\trole=\"button\"\n\t\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\t\taria-label=\"Share on whatsapp\"\n\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-whatsapp\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M380.9 97.1C339 55.1 283.2 32 223.9 32c-122.4 0-222 99.6-222 222 0 39.1 10.2 77.3 29.6 111L0 480l117.7-30.9c32.4 17.7 68.9 27 106.1 27h.1c122.3 0 224.1-99.6 224.1-222 0-59.3-25.2-115-67.1-157zm-157 341.6c-33.2 0-65.7-8.9-94-25.7l-6.7-4-69.8 18.3L72 359.2l-4.4-7c-18.5-29.4-28.2-63.3-28.2-98.2 0-101.7 82.8-184.5 184.6-184.5 49.3 0 95.6 19.2 130.4 54.1 34.8 34.9 56.2 81.2 56.1 130.5 0 101.8-84.9 184.6-186.6 184.6zm101.2-138.2c-5.5-2.8-32.8-16.2-37.9-18-5.1-1.9-8.8-2.8-12.5 2.8-3.7 5.6-14.3 18-17.6 21.8-3.2 3.7-6.5 4.2-12 1.4-32.6-16.3-54-29.1-75.5-66-5.7-9.8 5.7-9.1 16.3-30.3 1.8-3.7.9-6.9-.5-9.7-1.4-2.8-12.5-30.1-17.1-41.2-4.5-10.8-9.1-9.3-12.5-9.5-3.2-.2-6.9-.2-10.6-.2-3.7 0-9.7 1.4-14.8 6.9-5.1 5.6-19.4 19-19.4 46.3 0 27.3 19.9 53.7 22.6 57.4 2.8 3.7 39.1 59.7 94.8 83.8 35.2 15.2 49 16.5 66.6 13.9 10.7-1.6 32.8-13.4 37.4-26.4 4.6-13 4.6-24.1 3.2-26.4-1.3-2.5-5-3.9-10.5-6.6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-51015238 e-flex e-con-boxed e-con e-parent\" data-id=\"51015238\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-65dad218 firstheadline-blog elementor-widget elementor-widget-global elementor-global-90300 elementor-widget-heading\" data-id=\"65dad218\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xxl\">How to Achieve a Positive ROI in ITSM\/ESM<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-656c3d92 e-con-full e-flex e-con e-child\" data-id=\"656c3d92\" data-element_type=\"container\">\n\t\t<!-- hidden widget 220619-61f34d08 -->\t\t<div class=\"elementor-element elementor-element-76531821 elementor-align-left dc-has-condition dc-condition-not_equal elementor-widget elementor-widget-post-info\" data-id=\"76531821\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-33201fb elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>2025-09-26<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-e0a6d4d elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=_-4.html>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tTobias Kortas\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-401bdbae elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"401bdbae\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-3df433d elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=_-5.html class=\"elementor-post-info__terms-list-item\">IT Budget<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-37ef1fef sectioncontent e-con-full e-flex e-con e-parent\" data-id=\"37ef1fef\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-50b2cdcc e-con-full blog-left-sidebar e-flex e-con e-child\" data-id=\"50b2cdcc\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13430b33 toggle-sidebar elementor-widget elementor-widget-global elementor-global-90330 elementor-widget-button\" data-id=\"13430b33\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_range&quot;:&quot;viewport&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_offset&quot;:&quot;120&quot;,&quot;sticky_effects_offset&quot;:&quot;40&quot;,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_anchor_link_offset&quot;:0}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=_-6.html#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-list-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M464 32H48C21.49 32 0 53.49 0 80v352c0 26.51 21.49 48 48 48h416c26.51 0 48-21.49 48-48V80c0-26.51-21.49-48-48-48zm-6 400H54a6 6 0 0 1-6-6V86a6 6 0 0 1 6-6h404a6 6 0 0 1 6 6v340a6 6 0 0 1-6 6zm-42-92v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm0-96v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm0-96v24c0 6.627-5.373 12-12 12H204c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h200c6.627 0 12 5.373 12 12zm-252 12c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36zm0 96c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36zm0 96c0 19.882-16.118 36-36 36s-36-16.118-36-36 16.118-36 36-36 36 16.118 36 36z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">TOC&nbsp;&nbsp;&nbsp;<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4262e96 maintoc-container e-flex e-con-boxed e-con e-child\" data-id=\"4262e96\" data-element_type=\"container\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_offset&quot;:&quot;125&quot;,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;animation&quot;:&quot;none&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-21822908 elementor-widget__width-initial elementor-hidden-tablet elementor-hidden-mobile firstheadline-toc elementor-widget elementor-widget-global elementor-global-90314 elementor-widget-heading\" data-id=\"21822908\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-medium\">How to Achieve a Positive ROI in ITSM\/ESM<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-dce-background-color=\"#FFFFFF\" class=\"elementor-element elementor-element-149b1927 elementor-widget__width-initial elementor-toc--content-ellipsis elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-global elementor-global-90324 elementor-widget-table-of-contents\" data-id=\"149b1927\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;_animation&quot;:&quot;none&quot;,&quot;container&quot;:&quot;.mastercontainer&quot;,&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;marker_view&quot;:&quot;numbers&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<div id=\"elementor-toc__149b1927\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-646ee47c e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"646ee47c\" data-element_type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e7c5da5 e-con-full mastercontainer blog-main-content e-flex e-con e-child\" data-id=\"7e7c5da5\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d1993d1 elementor-widget elementor-widget-global elementor-global-90303 elementor-widget-image\" data-id=\"4d1993d1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" fetchpriority=\"high\" width=\"1024\" height=\"683\" src=_-7.html class=\"attachment-large size-large wp-image-220578\" alt=\"\" srcset=\"https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-1024x683.jpg 1024w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-300x200.jpg 300w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-768x512.jpg 768w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-80x53.jpg 80w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-725x483.jpg 725w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post-440x293.jpg 440w, https:\/\/otrs.com\/wp-content\/uploads\/roi_blog_post.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" title=\"ROI Blog post\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39e120d8 mastercontainer elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"39e120d8\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:&quot;100&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Companies are under cost pressure: this is especially true today, but it has always been the case. Smart business management means ensuring that expenses pay off and deliver a positive return on investment (ROI) within a foreseeable time frame.<\/p><p>The same applies to IT budgets: organizations should benefit more from software solutions than they spend on them. Factors such as significant efficiency gains, quality improvements, or higher customer satisfaction are among the clearest indicators of a positive ROI. Even small time savings, more clarity for employees, or slightly better structures can already make a big difference.<\/p><p>This article explains how to reliably achieve ROI in IT Service Management (ITSM) and Enterprise Service Management (ESM).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28215462 mastercontainer elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"28215462\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:&quot;100&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Payback in Software Investments\u00a0<\/h2><p><span data-contrast=\"auto\">Saving money leaves reserves. But those who don\u2019t invest also miss out on profit opportunities. Many organizations with limited IT budgets therefore face tough decisions: Should they accept investment costs or save money and thereby miss out on potential gains such as productivity increases, higher efficiency, or improved customer satisfaction?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">It\u2019s easy to choose the former when the benefits are clear. The real challenge, however, is that many prospective buyers don\u2019t know how to use software to its full potential \u2013 and often apply it only in very limited ways. Those who know how to use it effectively, on the other hand, can expect relatively fast payback.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The basic prerequisite for achieving a positive ROI is therefore to carefully explore the possibilities a software solution offers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><h3>Why ROI Is Such a Key Metric\u00a0<\/h3><p><span data-contrast=\"auto\">Return on Investment (ROI) measures the profitability of investments \u2013 data-driven and value-oriented. In IT or software decisions, it helps compare different options, make informed choices, and allocate available resources in a targeted way.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">While qualitative benefits are important, most business cases require measurable, quantitative outcomes with a focus on financial returns. For example, a modern, intuitive user interface can only serve as a valid element of decision-making once its (financial) benefits can be quantified.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"none\">Sample ROI Calculation: Implementing a Ticketing System<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">A <a href=_-8.html>ticketing system<\/a> offers organizations a range of advantages such as centralized <a href=_-9.html>information flow<\/a>, automation, and service optimization. These are all valuable benefits, but they only become truly meaningful once translated into financial terms.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In practice, multiple factors come into play here \u2013 for instance, the financial equivalent of a 10% increase in customer satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To illustrate, let\u2019s stick to a simple example:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><b><span data-contrast=\"auto\">Costs:<\/span><\/b><span data-contrast=\"auto\"> License + Implementation + Training = \u20ac50,000 in the first year<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><b><span data-contrast=\"auto\">Benefits:<\/span><\/b><span data-contrast=\"auto\"> Through automation, support employees save 200 hours per month. At an average hourly rate of \u20ac35 (including full costs), that amounts to \u20ac84,000 per year.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><b><span data-contrast=\"auto\">ROI = (84,000 \u2013 50,000) \/ 50,000 = 68%<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In this case, the investment would clearly pay off, with amortization within the first year.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6f02ed elementor-widget elementor-widget-text-editor\" data-id=\"c6f02ed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Tips for More Accurate ROI Calculations in ITSM\/ESM\u00a0<\/h2><p><span data-contrast=\"auto\">While the above example is simplified, it already provides a useful ROI estimate. For more precision, organizations should consider:<\/span><\/p><h3><b><span data-contrast=\"none\">1. Total Cost of Ownership (TCO)<\/span><\/b><\/h3><p><span data-contrast=\"auto\">A more accurate approach involves concepts like <a href=_-10.html>TCO<\/a>, which includes indirect costs, operating costs, and end-of-life expenses to provide a holistic view.<\/span><\/p><h3><b><span data-contrast=\"none\">2. Maturity Level<\/span><\/b><\/h3><p><span data-contrast=\"auto\">The profitability of software also depends on the maturity of existing processes. A <a href=_-11.html>maturity assessment<\/a> reveals where optimizations and professionalization will pay off most. Running such an assessment before calculating ROI can be highly beneficial.<\/span><\/p><h3><b><span data-contrast=\"none\">3. Direct and Indirect Savings<\/span><\/b><\/h3><p><span data-contrast=\"auto\">Software benefits are not only direct \u2013 such as labor-hour savings or reduced ticket volume \u2013 but also indirect, like opportunity creation, better customer experience, or higher employee satisfaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Software can also indirectly influence hard metrics, such as customer churn rates, by enabling faster and better ITSM services.<\/span><\/p><h3><b><span data-contrast=\"none\">4. Multiple Benefit Factors<\/span><\/b><\/h3><p><span data-contrast=\"auto\">To achieve accurate ROI calculations, include:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">A realistic cost base such as TCO<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Full employee costs (including social contributions, infrastructure, etc.)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Differentiated benefits:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<br \/><\/span><span data-contrast=\"auto\">1. Hard savings: labor hours, errors, downtime<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\"> <br \/><\/span>2. Soft savings: customer satisfaction, response times, compliance<\/li><\/ul><h3><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\"><b><span data-contrast=\"none\">5. Additional Recommendations<\/span><\/b><\/span><\/h3><p><span data-contrast=\"auto\">Run different scenarios \u2013 conservative, realistic, and optimistic. Decision-makers may also define a time horizon; three years is usually long enough yet still manageable.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">As an additional ROI indicator, a payback period can be helpful. It shows how long it will take for the investment to pay for itself. This figure \u2013 e.g., \u201cpayback after 16 months\u201d \u2013 is often more tangible than ROI alone.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a66ff9 elementor-widget elementor-widget-text-editor\" data-id=\"6a66ff9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><b><span data-contrast=\"none\">Self-Service Portals: A Key ROI Factor<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/h2><p><span data-contrast=\"auto\">There are many ways to financially benefit from well-implemented ITSM and ESM \u2013 including the extension of ESM to non-IT departments.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">One of the most direct ROI examples is the introduction of a <a href=_-12.html>self-service portal<\/a>. Such a portal reduces the workload of customer support by lowering the number of tickets and requests to process.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In short: by enabling end users to handle tasks previously managed by the service desk, organizations reduce costs while also delivering faster problem resolution. This improves satisfaction, which in turn has indirect financial benefits.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><h3><strong>Calculating ROI for Self-Service Portals\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">To calculate ROI for a self-service portal, you need:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The total number of monthly service desk tickets<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">A realistic estimate of how many tickets can be deflected via self-service<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">The average handling cost per ticket<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">The initial and ongoing costs for self-service<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><i><span data-contrast=\"auto\">Note: Since self-service functionality is often included in modern ITSM platforms, some costs may count as optimization of existing investments.<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This type of calculation provides quick insights, but also reduces complexity. A holistic view \u2013 including indirect and qualitative factors \u2013 is always recommended.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h2><b><span data-contrast=\"none\">AI as an ROI Driver<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/h2><p><span data-contrast=\"auto\">There are many factors that drive a high ROI. Even small productivity gains of just a few percentage points can have a major impact.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">However, beyond self-service portals, <a href=_-13.html>AI applications<\/a> and automation exert the strongest and most direct influence, as they eliminate many manual steps. With the right AI support, employees also gain rapid, well-founded insights, leading to better outcomes.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Key AI applications that serve as ROI drivers include:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=_-14.html><span data-contrast=\"auto\">Ticket summarization<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/a><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ticket classification and service descriptions<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Automated response generation<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Real-time translations<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Sentiment analysis<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-737496f elementor-widget elementor-widget-button\" data-id=\"737496f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=_-15.html>\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View the datasheet on OTRS AI Services<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9719f08 elementor-widget elementor-widget-text-editor\" data-id=\"9719f08\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Conclusion: ROI \u2013 One (Important) Part of the Truth\u00a0<\/h2><p><span data-contrast=\"auto\">Investments must pay off \u2013 this principle applies to IT Service Management (ITSM) and Enterprise Service Management (ESM) just as it does in general business. Especially with limited budgets and the need to invest wisely, ROI serves as a key metric that provides valuable guidance.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Decision-makers, however, should keep in mind that ROI represents only part of the picture. Additional indicators such as the payback period, results from a maturity assessment (easy and quick to conduct), or qualitative, non-quantifiable factors also contribute to the full evaluation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5901f7b2 e-flex e-con-boxed e-con e-child\" data-id=\"5901f7b2\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6145fd5 elementor-author-box--layout-image-left elementor-author-box--align-left elementor-author-box--name-yes elementor-author-box--biography-yes elementor-widget elementor-widget-author-box\" data-id=\"6145fd5\" data-element_type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<a href=_-4.html>\n\t\t\t\t\t\t<span class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tTobias Kortas\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d2ae60c elementor-widget elementor-widget-post-info\" data-id=\"d2ae60c\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-3df433d elementor-inline-item\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-tags\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M497.941 225.941L286.059 14.059A48 48 0 0 0 252.118 0H48C21.49 0 0 21.49 0 48v204.118a48 48 0 0 0 14.059 33.941l211.882 211.882c18.744 18.745 49.136 18.746 67.882 0l204.118-204.118c18.745-18.745 18.745-49.137 0-67.882zM112 160c-26.51 0-48-21.49-48-48s21.49-48 48-48 48 21.49 48 48-21.49 48-48 48zm513.941 133.823L421.823 497.941c-18.745 18.745-49.137 18.745-67.882 0l-.36-.36L527.64 323.522c16.999-16.999 26.36-39.6 26.36-63.64s-9.362-46.641-26.36-63.64L331.397 0h48.721a48 48 0 0 1 33.941 14.059l211.882 211.882c18.745 18.745 18.745 49.137 0 67.882z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=_-5.html class=\"elementor-post-info__terms-list-item\">IT Budget<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-32c3d6ee e-flex e-con-boxed e-con e-child\" data-id=\"32c3d6ee\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ffbd9d2 cpel-lv--yes elementor-post-navigation-borders-yes elementor-widget elementor-widget-post-navigation\" data-id=\"2ffbd9d2\" data-element_type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t<a href=_-16.html rel=\"prev\"><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-prev\"><i class=\"fa fa-angle-left\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">Prev<\/span><\/span><span class=\"elementor-post-navigation__link__prev\"><span class=\"post-navigation__prev--label\">Previous<\/span><span class=\"post-navigation__prev--title\">Gesti\u00f3n de Solicitudes: Beneficios, Mejores Pr\u00e1cticas y Software<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation__separator-wrapper\">\n\t\t\t\t\t<div class=\"elementor-post-navigation__separator\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t<a href=_-17.html rel=\"next\"><span class=\"elementor-post-navigation__link__next\"><span class=\"post-navigation__next--label\">Next<\/span><span class=\"post-navigation__next--title\">Wie man im ITSM\/ESM einen positiven ROI erzielt<\/span><\/span><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-next\"><i class=\"fa fa-angle-right\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">N\u00e4chster<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eab9cd3 cpel-lv--yes elementor-post-navigation-borders-yes elementor-widget elementor-widget-post-navigation\" data-id=\"eab9cd3\" data-element_type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t<a href=_-16.html rel=\"prev\"><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-prev\"><i class=\"fa fa-angle-left\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">Prev<\/span><\/span><span class=\"elementor-post-navigation__link__prev\"><span class=\"post-navigation__prev--label\">Pr\u00e9c\u00e9dent<\/span><span class=\"post-navigation__prev--title\">Gesti\u00f3n de Solicitudes: Beneficios, Mejores Pr\u00e1cticas y Software<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation__separator-wrapper\">\n\t\t\t\t\t<div class=\"elementor-post-navigation__separator\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t<a href=_-17.html rel=\"next\"><span class=\"elementor-post-navigation__link__next\"><span class=\"post-navigation__next--label\">Suivant<\/span><span class=\"post-navigation__next--title\">Wie man im ITSM\/ESM einen positiven ROI erzielt<\/span><\/span><span class=\"post-navigation__arrow-wrapper post-navigation__arrow-next\"><i class=\"fa fa-angle-right\" aria-hidden=\"true\"><\/i><span class=\"elementor-screen-only\">N\u00e4chster<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-812714c e-con-full blog-right-sidebar e-flex e-con e-child\" data-id=\"812714c\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75edf735 border-0 menu-align-flex-start elementor-widget elementor-widget-global elementor-global-90306 elementor-widget-taxonomy-terms-menu\" data-id=\"75edf735\" data-element_type=\"widget\" data-widget_type=\"taxonomy-terms-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav class=\"dce-menu dce-flex-menu horizontal\"><h3 class=\"dce-parent-title\">category<\/h3><ul class=\"first-level\"><li class=\"dce-term-6954\"><a href=_-18.html><span>Blog (0)<\/span><\/a><\/li><li class=\"dce-term-7134 dce-term-parent-6954\"><a href=_-19.html><span>((OTRS)) Community Edition (2)<\/span><\/a><\/li><li class=\"dce-term-7126 dce-term-parent-6954\"><a href=_-20.html><span>Adopter OTRS (3)<\/span><\/a><\/li><li class=\"dce-term-7110 dce-term-parent-6954\"><a href=_-21.html><span>Bonnes pratiques (1)<\/span><\/a><\/li><li class=\"dce-term-7334 dce-term-parent-6954\"><a href=_-22.html><span>Budget informatique (1)<\/span><\/a><\/li><li class=\"dce-term-7251 dce-term-parent-6954\"><a href=_-23.html><span>ESM (3)<\/span><\/a><\/li><li class=\"dce-term-7106 dce-term-parent-6954\"><a href=_-24.html><span>IA et automatisation (4)<\/span><\/a><\/li><li class=\"dce-term-7118 dce-term-parent-6954\"><a href=_-25.html><span>ITSM (12)<\/span><\/a><\/li><li class=\"dce-term-7122 dce-term-parent-6954\"><a href=_-26.html><span>Processus et workflows (2)<\/span><\/a><\/li><li class=\"dce-term-7124 dce-term-parent-6954\"><a 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