Gartner Research

Toolkit Decision Framework: Top 10 Evaluation Criteria for IT Service Portfolio Management Products and Vendors

Published: 10 September 2007

ID: G00150537

Analyst(s): Kris Brittain, Debra Curtis


IT organizations have embraced IT service management globally. However, selecting a tool to manage the portfolio of IT services and decompose them into a catalog of standard, repeatable offerings can be an evaluation challenge.

Table Of Contents
  • Overview
  • Top 10 Evaluation Criteria
    • 1. Ability to Manage the Portfolio of IT Services Throughout Their Life Cycles
    • 2. Range of Services and Associated Service-Level Agreements (SLAs) That Can Be Documented in the Service Catalog
    • 3. Online Service Catalog for Ease of Ordering
    • 4. Service Request-to-Service Delivery Process Workflow Automation
    • 5. Monitor and Report on Service Requests and Service-Level Performance
    • 6. Track Costs, Business Unit Funding, Chargeback and Cost Allocation
    • 7. Product Architecture
    • 8. Price
    • 9. Professional Services and Consulting Experience
    • 10. Breadth, Depth and Cost of Integration

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