{"id":9996,"date":"2022-05-12T07:35:18","date_gmt":"2022-05-12T07:35:18","guid":{"rendered":"https:\/\/athenadynamics.com\/?p=9996"},"modified":"2022-05-12T08:36:31","modified_gmt":"2022-05-12T08:36:31","slug":"service-managements-value-the-roi-of-itsm","status":"publish","type":"post","link":"https:\/\/athenadynamics.com\/service-managements-value-the-roi-of-itsm\/","title":{"rendered":"Service Management\u2019s Value \u2013 the ROI of ITSM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9996\" class=\"elementor elementor-9996\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3cef45d elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"3cef45d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b87311e\" data-id=\"b87311e\" 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-7935035 elementor-widget elementor-widget-text-editor\" data-id=\"7935035\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>Suppose you\u2019re looking to introduce or extend your existing IT service management (ITSM) capabilities. You\u2019ll likely need to justify the cost \u2013 perhaps in the form of a business case with a detailed return on investment (ROI) calculation. After all, why should IT be different from any other business function that wants to invest what are ultimately business funds in technology-enabled capabilities?<\/p><p><br \/>Thankfully, the transactional basis of much of what ITSM does allows for identifying quantifiable benefits that can contribute to the business case and ROI. Whether you wish to consider this the ROI of ITSM or simply justifying the introduction of best practice capabilities doesn\u2019t matter. The important thing is that the ROI of ITSM is there to be calculated and shared, both in terms of the impact on operational IT practices and the positive impact the change will have on business operations and outcomes.<\/p>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8b5fb45 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8b5fb45\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9bb8111\" data-id=\"9bb8111\" 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-bcd1e70 elementor-widget elementor-widget-heading\" data-id=\"bcd1e70\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Understanding the Many Benefits of ITSM<\/h2>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dfdb86d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dfdb86d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-34058c8\" data-id=\"34058c8\" 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-9a924df elementor-widget elementor-widget-text-editor\" data-id=\"9a924df\" 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<p>ITSM capabilities, created from processes, enabling technology, and the people who use them effectively, benefit the business. Not only in delivering better IT operations, services, experiences, and outcomes, there\u2019s also the opportunity to extend the benefits of ITSM to other business functions through what the IT industry has termed \u201centerprise service management.\u201d This opportunity will be returned to at a later date, allowing this blog to focus on the ROI of ITSM for IT.<\/p><p>The available benefits can be viewed through both a service provider and service receiver lens, although some are easier to quantify in financial terms than others. Especially the service receiver benefits, even though they are likely to be higher depending on how IT service delivery and support capabilities help or hinder employees and the work they undertake. This means that the transactional service provider benefits will likely make up the core of the ROI of ITSM calculation.<\/p><p>TOP TIP #1: An ITSM business case shouldn\u2019t overlook the business-level benefits. For example, increasing satisfaction or the experience for external customers, improving products and services while reducing operating costs, increasing competitive advantage (through better IT enablement), increasing employee productivity, or improving corporate governance and compliance.<\/p><p>These are in addition to the IT-level benefits from ITSM that can be grouped as:<\/p><p>Improving the service and support quality<br \/>Reducing operational costs and \u201cIT wastage\u201d<br \/>Increasing the speed of change delivery and issue resolution\/service provisioning<br \/>Greater insight into performance and the ability to drive improvement.<\/p>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e213bbb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e213bbb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-40a2fac\" data-id=\"40a2fac\" 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-542ce15 elementor-widget elementor-widget-heading\" data-id=\"542ce15\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to Measure the ROI of ITSM\n<\/h2>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-57e03f7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"57e03f7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5da460b\" data-id=\"5da460b\" 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-106713d elementor-widget elementor-widget-text-editor\" data-id=\"106713d\" 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<p>In its simplest form, an ROI calculation is made by dividing \u201cthe return\u201d (usually savings or profits) by what it costs to receive the return, i.e. the investment.<\/p><p>This approach can be applied across the multitude of savings available from the introduction of ITSM capabilities.<\/p><p>A good example is empowering end-users to self-help and self-serve using self-service capabilities backed by knowledge management and automation, where the IT cost reduces from US$22 per interaction to US$2 according to\u00a0<a href=\"https:\/\/www.metricnet.com\/\">MetricNet<\/a>\u00a0data. So, for an IT help desk or service desk that can \u201cshift-left\u201d 1,000 tickets per month from the desk to self-service, the saving is US$20,000 per month. This saving alone might be enough to \u201cbankroll\u201d an organization\u2019s required ITSM capabilities. It might also be a conservative estimate of the savings because it assumes a help desk or similar is already in place. The cost per IT support transaction is likely significantly higher if it isn\u2019t. Plus, the business-level saving, because the end-user gets a quicker resolution or provisioning and therefore increased productivity, is ignored in this calculation.<\/p><p>Similar savings can be calculated for the introduction or improvement of ITSM capabilities such as:<\/p><ol><li>An IT service desk with formalized and technology-enabled incident management and service request management capabilities<\/li><li>Problem management capabilities<\/li><li>Knowledge management capabilities<\/li><li>Workflow automation and service orchestration<\/li><li>Chat capabilities<\/li><li>Artificial intelligence (AI)-enabled ITSM tool capabilities such as chatbots and automated ticket triage<\/li><\/ol><p>In each case, it\u2019s a case of estimating how much will be saved by introducing ITSM capabilities per transaction and multiplying it by the estimated number of transactions per month or year.<\/p><p>So, in the case of human-based chat, the cost per ticket will drop from US$22 to US$8 when agents are handling three tickets simultaneously through chat (based on various support industry averages that call out three tickets upward). This is a US$14 saving per ticket which would save US$7,000 per month if 500 tickets are efficiently handled via a new chat capability.<\/p><p><strong>TOP TIP #2:<\/strong>\u00a0Avoid the double-counting of ITSM benefits, e.g. reduce the level of service desk tickets to reflect the \u201cshift-left\u201d to self-service, but there may be an overall uplift in IT support transactions due to the improved quality of service. Factor this in if needed.<\/p>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9d3cb25 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9d3cb25\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4f2e4b8\" data-id=\"4f2e4b8\" 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-3b0e864 elementor-widget elementor-widget-heading\" data-id=\"3b0e864\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Establishing Improvement and ROI of ITSM Quick Wins\n<\/h2>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ac6a012 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ac6a012\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f4f928c\" data-id=\"f4f928c\" 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-54e3c06 elementor-widget elementor-widget-text-editor\" data-id=\"54e3c06\" 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<p>As already demonstrated, IT support costs differ by the access and communication channel used \u2013 where self-service is cheaper than chat, which is cheaper than the telephone channel. Your organization might also use email as an IT support channel or encourage \u201cwalk-ups,\u201d which may or may not be more beneficial in cost terms than the telephone channel but are likely to be more expensive than self-service.<\/p><p>The introduction of knowledge management and automation capabilities is another way to reduce IT costs (while also improving the end-user experience). This can be one or both of these ITSM capabilities, and they benefit both the use of self-service capabilities and service desk analysts as they undertake tasks. They help deliver quicker resolutions and service provisioning and, because tickets are actioned more swiftly, the transaction cost is reduced. So, for example, this could conservatively reduce the average ticket handling cost from US$22 to US$18, i.e. by 20%, meaning a monthly saving of US$20,000 if a service desk handles 5,000 telephone-based tickets per month. This saving would also apply to the chat example too.<\/p><p><strong>TOP TIP #3:\u00a0<\/strong>Don\u2019t overlook the need for effective knowledge management and automation for self-service success. Its absence will hinder the desired level of self-serviece adoption. It will also limit the available cost savings (because self-service simply mirrors the email channel as a route to IT support assistance rather than being self-help).<\/p><p>While these transactional savings are often significant enough to justify the introduction or improvement of ITSM capabilities, three other ROI of ITSM areas can be added in.<\/p><p>The first is the end-user productivity saving already mentioned.\u00a0<a href=\"https:\/\/www.happysignals.com\/global-it-experience-benchmark\">Industry data<\/a>\u00a0shows that end-users lose circa three hours of productivity per incident ticket. So, if this can be reduced by 30 minutes per ticket for the 5,000 telephone-based tickets in the example above, it\u2019s a lost productivity saving of 2,500 hours per month which can then be costed at the average employee rate. Although, it\u2019s wise to be prudent when doing this because factors such as employees working longer days to make up for lost productivity need to be born in mind, i.e. the actual cost of lost employee productivity needs to be realistically calculated.<\/p><p>The second is the introduction of\u00a0<a href=\"https:\/\/www.it-care-center.com\/modules\/problem-management\/\">problem management<\/a>\u00a0capabilities that help reduce the volume of repeat incidents by addressing the problem\u2019s root cause(s) rather than spending time and money handling what could be avoidable issues.<\/p><p><strong>TOP TIP #4:<\/strong>\u00a0It\u2019s OK to start small with problem management, where limited problem management resources are focused on a prioritized set of initial problems to prove its value. Problem management activity can then be ramped up based on its success.<\/p><p>The third is potentially very significant in cost-savings terms \u2013 eliminating wastage through IT asset management. This opportunity relates to hardware, software, and third-party services where new IT products and services continue to be bought while what the organization currently owns or subscribes to goes unused.\u00a0<a href=\"https:\/\/www.it-care-center.com\/modules\/asset-management\/\">Asset management<\/a>\u00a0tools and the associated best practices can bring significant cost savings to the ROI of ITSM. They also help improve other ITSM practices such as incident and service request management, change enablement, and availability and capacity management.<\/p>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3d8e255 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3d8e255\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-31b6e4b\" data-id=\"31b6e4b\" 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-f69d45e elementor-widget elementor-widget-heading\" data-id=\"f69d45e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Bottom Line on the ROI of ITSM\n<\/h2>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-91ed7d5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"91ed7d5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1dee5af\" data-id=\"1dee5af\" 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-4860d30 elementor-widget elementor-widget-text-editor\" data-id=\"4860d30\" 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<div class=\"elementor-element elementor-element-43bdc684 elementor-widget elementor-widget-theme-post-content\" data-id=\"43bdc684\" data-element_type=\"widget\" data-widget_type=\"theme-post-content.default\"><div class=\"elementor-widget-container\"><p>There are many opportunities for the introduction of ITSM capabilities to save your organization money, such that the ROI of ITSM is sufficient to justify the desired changes to people, processes, and technology. However, simply reducing IT service delivery and support costs is no longer enough. Instead, businesses expect their IT organizations to be all three of \u201cbetter, faster, cheaper,\u201d and the ROI of ITSM \u2013 or the business case for ITSM \u2013 needs to reflect the quality, experience, velocity, and innovation benefits of ITSM too.<\/p><\/div><\/div><div class=\"elementor-element elementor-element-7ddbbd19 elementor-widget elementor-widget-heading\" data-id=\"7ddbbd19\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\">\u00a0<\/div><\/div>\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-97011a9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"97011a9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f15443\" data-id=\"1f15443\" 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-c80f710 elementor-widget elementor-widget-text-editor\" data-id=\"c80f710\" 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<p>Source:<a href=\"https:\/\/www.it-care-center.com\/service-managements-value-the-roi-of-itsm\/\"> https:\/\/www.it-care-center.com\/service-managements-value-the-roi-of-itsm\/<\/a><\/p>\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":"Suppose you\u2019re looking to introduce or extend your existing IT service management (ITSM) capabilities. You\u2019ll likely need to justify the cost \u2013 perhaps in the form of a business case with a detailed return on investment (ROI) calculation. After all, why should IT be different from any other business function that wants to invest what&#8230; <a class=\"view-article\" href=\"https:\/\/athenadynamics.com\/service-managements-value-the-roi-of-itsm\/\">View Article<\/a>","protected":false},"author":6,"featured_media":9997,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_themeisle_gutenberg_block_has_review":false,"footnotes":"","_jetpack_memberships_contains_paid_content":false},"categories":[179],"tags":[],"yst_prominent_words":[],"acf":[],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"https:\/\/athenadynamics.com\/wp-content\/uploads\/2022\/05\/scott-graham-5fNmWej4tAA-unsplash-scaled-1.jpg","_links":{"self":[{"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/posts\/9996"}],"collection":[{"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/comments?post=9996"}],"version-history":[{"count":14,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/posts\/9996\/revisions"}],"predecessor-version":[{"id":10012,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/posts\/9996\/revisions\/10012"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/media\/9997"}],"wp:attachment":[{"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/media?parent=9996"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/categories?post=9996"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/tags?post=9996"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/athenadynamics.com\/wp-json\/wp\/v2\/yst_prominent_words?post=9996"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}