Gartner Research

New Metrics Are Required to Justify Communications Service Provider Investment in IT

Published: 17 January 2014

ID: G00256966

Analyst(s): Kurt Potter, King-Yew Foong, Neil Osmond


Falling legacy revenue creates pressure on CSPs to reduce costs and IT spending. However, IT investment is of key importance to improving operational efficiency and providing capabilities vital to new revenue growth. Here we provide advice to CIOs on how best to communicate the value of IT.

Table Of Contents
  • Key Challenges


  • Industry Change Places New Demands on IT
  • ITR Does Not Accurately Reflect the Contribution of IT to Business Performance


  • Validate IT Spending Against Run, Grow and Transform Spending Criteria
  • Link the Impact of IT Spending to Business Efficiency Returns
  • Complement ITR With Additional Metrics that Demonstrate the Business Value of IT
  • Employ Complementary Metrics

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