Gartner Research

ITSSM Vendors Must Not Overinvest in Non-ITSSM Functionality

Published: 06 February 2015

ID: G00273698

Analyst(s): Federico De Silva , Jeffrey Brooks, David Coyle


The core of the ITSSM tool is a workflow engine that allows vendors to easily add business workflow, such as HR and facilities request management, PPM, and bug tracking. ITSSM product managers should not hastily add these non-ITSSM-related functionalities to products just because they can.

Table Of Contents
  • Impact


Impacts and Recommendations

  • ITSSM vendors are increasingly building non-ITSSM functionality to help increase revenue, but product managers are mostly likely investing in building functionality that the core ITSSM tool purchaser doesn't want or won't pay for

Gartner Recommended Reading

©2021 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.