It may seem a bit strange, but recently I’ve been asked about Return on Investment (ROI) calculators a fair amount. Generally the discussion is if a given vendor should (or should not) have an ROI calculator on their website. Some reasons for justifying an ROI calculator include making it easier for potential clients to understand the value they will receive from a solution and the basic cost involved.

IT Service Management (ITSM) tools are for many organizations the lifeblood of the help desk and possibly the entire IT department. Some would argue these tools are the lifeblood of the entire organization, as well. Many IT departments live and die by their IT Service Management tools, using them to track everything from support tickets to change control requests, provisioning and de-provisioning of resources and more.