Gartner Research

Four Steps to Follow When Choosing ITSSM Tools From Vendors and Service Providers

Published: 09 April 2013

ID: G00248482

Analyst(s): Jeffrey Brooks, Biswajeet Mahapatra


Vendors and service providers both provide IT service support management tools with similar capabilities. IT leaders should follow the four steps outlined in this research to choose the ITSSM tool that meets their organizations' requirements.

Table Of Contents
  • Key Challenges



  • Step 1: Employ TCO Analysis to Understand all ITSSM Costs
  • Step 2: Double-Check the Functional Maturity of the ITSSM Tool by the SI/MSP
  • Step 3: Pay Attention to Clauses Within the ITSSM Vendor's Contract
  • Step 4: Review the Skill Sets of Current Staff

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.