IT Service Management (ITSM)  helps organizations manage their IT services efficiently. These tools typically include features for incident management, service requests, problem management, change management, and knowledge bases. Modern ITSM solutions enable better workflow automation, self-service capabilities, and reporting to improve IT service delivery and user satisfaction.

The service management software market can be divided into several types of solutions. Organizations without a dedicated ITSM tool often rely on general-purpose applications like Excel, email, or team chat. Fully customized solutions are built specifically for complex enterprise needs, requiring extensive implementation and technical resources. Plug-and-play solutions offer standard features which enable quick setup – either with or without personal guidance, depending on the specific tool.

A strong business case for an ITSM solution should include: current challenges and inefficiencies, expected benefits (both quantitative and qualitative), implementation costs and timeline, expected ROI, and potential risks. Use the data from this calculator to support your case with specific figures on productivity gains, cost savings, and efficiency improvements. Consider both hard savings (like reduced staff hours) and soft benefits (like improved user satisfaction).

This calculator is based on comprehensive industry research, including a Forrester Total Economic Impact™ study commissioned by TOPdesk, as well as research from McKinsey and Harvard Business Review. The calculations incorporate actual customer data on productivity improvements, self-service adoption rates, and efficiency gains across different industries and organization sizes. All assumptions and sources are transparently listed in the appendix.

No, this calculator is designed to provide a vendor-neutral assessment of potential ROI for any ITSM solution. While TOPdesk commissioned some of the research used, the calculator’s methodology accounts for different ITSM approaches and implementation types. The goal is to help you understand the potential value of ITSM software in general, regardless of which vendor you ultimately choose.

The calculator provides estimates based on industry averages and research data. Your actual results may vary depending on your specific implementation, organization culture, and how effectively you adopt the new processes. We recommend using these projections as a starting point for your evaluation process and adjusting expectations based on your unique circumstances.

The calculator considers implementation costs, subscription or license fees, training expenses, and ongoing maintenance. It also accounts for the time investment required from your team during implementation and adoption phases. These costs are weighed against potential savings from improved productivity, reduced incidents, faster resolution times, and increased self-service adoption.

Yes, after completing the calculator, you’ll receive a detailed report that you can download, save, and share with stakeholders. This report includes all calculations, assumptions, and recommendations based on your inputs. It’s designed to provide you with supporting documentation for budget discussions and decision-making processes.