IT Career Development Programs

Growing the IT Professionals for the 21st Century

ITIL Certification Delivers Results

ITIL Accredited Training Organization


State of Illinois: The implementation of a strong enterprise architecture and IT governance program in conjunction with ITIL saved the state over $130 million annually. Public CIO

State of North Carolina: In 2006, the State of North Carolina’s IT department (ITS) made some improvements with ITIL in less than three months and started with Incident and Change Management. These are the results of tactical quick-win efforts targeted in tandem with the training program and the state’s awareness campaign:

  • ITS improved its ability to resolve incidents within their target timeframe by 32%
  • ITS improved its ability to resolve Service Requests within its target timeframe by 20%
  • Change Management process compliance increased more than twofold, resulting in fewer incidents and reduced downtime ITIL V3: Continual Service Improvement

Finance (Banking & Insurance)

Visa: Began embedding Incident Management guidelines in 2002, resulting in improved monitoring of network and systems outages, and a reduction in the time to resolve Incidents by as much as 75%. Smart Enterprise Magazine

PEMCO: An investment in ITIL Essentials training with Pink Elephant in 2002 resulted in overall savings of $500,000 within 12 months. Gartner

Zurich Life: Since implementing ITIL to maintain Service Desk consistency in the late 1990’s, the company has reduced the number of contracted IT staff from 30 down to 10. Network World

Sallie Mae: Began adopting ITIL Service Support processes in 2005, resulting in a reduction in the length of Help Desk calls by 40% and improving the rate of first-call resolution to a two-year high. Bank Tech News

Nationwide Insurance: Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years. CMP

Capital One: An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” Incidents by 2003. Computerworld

JPMorgan Chase: Implemented ITIL’s Incident, Problem and Change Management in 2004 to improve Service Desk operations. Their Service Desk now maintains 93% customer satisfaction ratings and a 75% first-call resolution rate; in the bigger picture, ITIL helped JPMorgan Chase eliminate 500,000 Service Desk calls. Computerworld UK

Raymond James Financial Inc.: After implementing ITIL, the number of calls to the company’s Help Desk dropped by as much as 25% within 18 months. Computerworld

Pershing: Adopted ITIL in 2004 to improve Service Desk operations. Within a year Pershing’s Incident response time dropped by more than 50%. CIO Magazine


Avaya: ITIL has helped the telecom provider cut their IT budget by 30% while also helping to comply with Sarbanes-Oxley legislation. Their CIO now sits on the board, as IT is now viewed as part of the business, and not just an operational cost. Techworld


Procter & Gamble: Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced Help Desk calls by 10%. In four years, the company reported overall savings of about $500 million. Network World

Caterpillar: Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for Incident Management on Web-related services jumped from 60% to more than 90%.

MeadWestvaco: Began using the ITIL framework in 2003. To date, the company has eliminated more than $100,000 annually in IT maintenance contracts and recognized a 10% gain in operational stability. CIO Magazine


Hospital Corporation of America: Measured ITIL success and cost savings on the repeatable and consistent delivery of IT services, which directly relates to the infrequency of network/computing outages. Network World

MultiCare: After implementing ITIL, the not-for-profit health network has seen dramatic improvements in IT services and organizational productivity. For example, ITIL enabled MultiCare to reduce its usual backlog of trouble tickets from 700 to 50 within six months. SearchCIO


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IT Career Development Programs

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