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

Summary

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

Analysis

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

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