Gartner Research

A Framework for Measuring and Managing COTS Customization

Published: 06 March 2012

ID: G00230214

Analyst(s): Andy Kyte


Customization is a fact of life for most commercial off-the-shelf applications. Done well, customization adds value to the investment and delivers great value to the business. Application leaders need to measure and manage customization in order to ensure that real value is delivered.

Table Of Contents
  • Overview


  • Cost-Benefit Analysis for Customization
    • Impact of Customization on Cost to Implement
    • Impact of Customization on Cost to Operate
    • Impact of Customization on Cost to Support and Maintain
    • Impact on Upgrades
    • Impact of Customization on Cost to Enhance and Extend
  • Estimating, Measuring and Reporting the Scale of Customization
  • Summary

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