Gartner Research

How to Evaluate SaaS Providers and Solutions by Developing RFP Criteria

Published: 25 April 2019

ID: G00351783

Analyst(s): Matt Brasier , Mark Diodati , Patrick Hevesi , Kyle Davis , Simon Richard


Application technical professionals must scrutinize software as a service solutions to determine whether providers meet their enterprise’s core IT requirements. This document identifies 160 criteria and describes how enterprises can use them to evaluate SaaS providers and solutions.

Table Of Contents

Problem Statement

  • Guidance Context
  • Guidance Applicability
  • Gartner Definitions

The Gartner Approach

The Guidance Framework

  • Prework
  • Technical Evaluation Criteria
    • Identity
    • Integration
    • Development
    • Management
    • Security
    • Storage
    • Network
  • Business Evaluation Criteria
    • Pricing and Billing
    • Service Levels and SLAs
    • Support and Communication
  • Service-Specific Criteria
    • Features/Functionality
    • Mobile Support
    • User Experience

Risks and Pitfalls

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?

Become a client

Learn how to access this content as a Gartner client.