How a CIO can calculate the impact of service automation

In times of economic instability, it is critical for CIOs to justify investments in service process automation. This article proposes a methodology for calculating the economic impact of implementing ESM platforms, allowing for the presentation of verifiable data on potential benefits to the CFO. The author emphasizes that to secure a budget, one must clearly understand how much time and resources automation will save. The methodology focuses on quantifying operational efficiency, which is a key metric for calculating ROI. The article details how to translate qualitative process improvements into concrete financial indicators, helping to minimize risks when allocating budgets. This approach allows IT leaders to convincingly demonstrate the feasibility of implementing new technological solutions based on transparent calculations rather than intuitive estimates, which is particularly relevant when planning digital business transformation.