Gartner Research

IT Service Support Management Tool Acquisitions Must Be Based on I&O Maturity

Published: 10 June 2015

ID: G00276415

Analyst(s): Katherine Lord, Chris Matchett

Summary

All ITSSM acquisitions require solid planning efforts. When deciding on what ITSSM tool to acquire, I&O leaders must factor in the current and desired state of I&O maturity to assure the right solution is selected.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • I&O's failure to assess IT maturity results in the acquisition of IT service support management tools that fail to deliver anticipated value
  • When I&O organizations do not tie I&O maturity roadmaps to ITSSM selection, they will likely purchase modules that cannot or will not be used

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