There are many tools, techniques and methods for measuring the cost / benefit ratio of IT projects. To be meaningful, an ROI analysis requires rigorous attention to methodology including data collection both before and after project implementation. We encounter far too many claims that are either unsupportable, or play fast and loose with assumptions.

Rather than present you with a simplistic java-scripted ROI toy calculator, we’d like to share a few experience-based observations:

1. Whether you implement a solution from Help Desk Technology, or from one of our competitors, your benefit to cost ratio will be very large.
    
2. The actual cost of the software license itself will end up (even in the short run) to be a small component of the cost / benefit equation.
   
   Other, often intangible factors such as reduction in call volume, increase in first-call resolution rates and increase in the level of end user self-help probably have greater effect on the overall return of the project.
    
3. Shelfware is never cost effective. Other factors that increase cost and mitigate benefit include long implementation cycles, high training overhead and low adoption rates.