According to Gartner® “identifying the right IT service management tool will be challenging if relying exclusively on the Magic Quadrant or ITIL-based RFP templates. 
I&O leaders can use this report to better assess factors such as:
  • Infrastructure & Operations maturity
  • ITOM integration
  • Licensing and
  • Vendor viability
before purchasing an ITSM tool.”

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“Through 2023, I&O leaders will overspend by $750 million on buying unused features of ITSM tools, up from $600 million in 2019.” 
- Gartner®

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Report attribution & disclaimer: 

Gartner, 6 Smart Steps for ITSM Tool Selection Success, Chris Matchett, Rich Doheny, Keith Andes, Refreshed 2 March 2021, Published 21 November 2019.
Gartner is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.