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Gartner: 6 Smart Steps for ITSM Tool Selection Success

Avoid the common mistake of overspending on ITSM


The most critical mistake I&O leaders make in their selection of an IT service management (ITSM) tool is not ensuring that it is aligned to their desired state of I&O maturity before determining the appropriate ITSM tooling strategy. This leads to overpaying for tools that are too complicated, eventually slowing down operations and increasing overhead costs. 

In this report, Gartner shares the six steps I&O leaders must take to successfully select the right ITSM tool for their organization and avoid overpaying. 

Download the report where we believe you will learn:

The importance of assessing I&O desired maturity 

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How to compare licensing and hosting platforms based on this maturity level

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Why I&O leaders should evaluate vendor’s strategies and stability

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How to evaluate ITSM tools based on their critical capabilities, customer references and more

According to Gartner, “Through 2023, I&O leaders will overspend by $750 million on buying unused features of ITSM tools, up from $600 million in 2019.” Jira Service Desk is the only purpose-built solution in the market for IT Service Management that delivers value fast and ensures I&O organizations are only paying for the essential features they need.