Gartner Research

ROI Is Critical When Choosing an ITSSM Solution From a Tool Vendor Versus a Service Provider

Published: 10 September 2013

ID: G00248483

Analyst(s): Jeffrey Brooks, Biswajeet Mahapatra


As cost optimization continues to be a primary IT leader initiative, customers look for tool acquisitions with a faster payback period. Avoid common mistakes in calculating ROI when comparing an ITSSM acquisition from a tool vendor versus a service provider.

Table Of Contents
  • Key Challenges



  • Break the Services Line Items to Greater Detail, Showing Each Service as a Single Line Item to Assist in a One-on-One Comparison
  • While Calculating ROI, Do a Cost-Benefit Analysis of the Different Levels of Services and the Extra Needed to Pay for Each Service, and Map It to Respective Benefits
  • Don't Restrict ROI Only to Monetary Calculations, and Include Nontangible Benefits Like Increased Customer Satisfaction and Better Responsiveness

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