Gartner Research

How to Get More Value and Avoid Overspending on IT Service Support Management Tool Purchases

Published: 26 June 2013

ID: G00250133

Analyst(s): Tapati Bandopadhyay, Jarod Greene, Jeffrey Brooks


Ad hoc, quick-fix tactics to purchasing IT service management tools will lead to you to overbuy or underbuy and outgrow them before you see a return on your investment. I&O leaders can use these best practices to identify which tool types will best support the maturity journey.

Table Of Contents
  • Key Challenges



  • At Level 1, Evaluate and Invest in Tools That Support Basic Service Request and Incident Management
  • At Level 2, Evaluate and Invest in Tools That Support the Development of Change and Configuration Management Programs
  • At Level 3, Invest in Tools That Contribute to a Larger IT Service Support and Delivery Strategy

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.