I don't know if my company really measures things from an ROI perspective, so it's hard to say since such procedures are carried out internally.

You could be saving money within the first nine months of using it, over 10 months. Previously we had people who were literally copying and pasting ticket information from one bit to another. They would have had some bits on spreadsheets, they had some bits just in an email. Things got lost and the priorities were not tracked. The fact that we've got automation to save people copying and pasting tickets and sending emails to each other, backward and forwards is ROI. 

Some of the functions we've got coming up with improving our change management workflows will help reduce the meetings we do on a weekly basis. We're putting in an automated workflow for our CAB approval system. If I look at how everyone worked previously, we are saving probably an hour or two a day. Including everyone in our company, we've saved around 16,000 pounds. So you'll really quickly get it back, not really a challenge at all on people's salaries.

We saw our investment back at the end of year one. Return on investment really needs to be around process efficiency or user experience and satisfaction. If I look at what I do and what other support departments do for the rest of our agency from a process efficiency, user experience, and satisfaction standpoint, then there is no comparable alternative. I started with an Access database and I can only begin to articulate the limitations of an Access database to provide support to almost 2000 users. When we implemented SysAid, the bar was so low that the user experience on satisfaction was sky high. It was night and day. At our agency, people love SysAid. 

We have seen ROI. The company has grown over these last two years. The only way we could have managed that growth was by having an application like SysAid.

Everyone is accountable to the company. For instance, everybody has their method. Our CIO's method is numbers. He needs to see numbers to justify the usage that he makes. The numbers that it allows us to capture help him to make proposals to the CEO. Otherwise, he can't really justify why we need more staff or whatever decisions/questions he puts through. SysAid is a great help with this. Without it, we can't quantify or codify anything that we do.

In terms of ROI, on one side, we have fewer people than we would have seen on the other side. It's not a real return of investment. It's more a return of acknowledgment in the whole business to have more transparency and more trust in the support functions. It's not a real return of investment but it helps you to get people more satisfied and get staff more satisfied with it. There is no monetary return on investment but we reduced headcount by two people. 

Our customers have seen a return on investment with SysAid.