True TCO of ITSM Systems: What Companies Calculate Wrong Before Overpaying

The decision to choose an ITSM system is rarely wrong at the moment of signing. It becomes wrong eighteen months later, when the total cost of ownership turns out to be twice the budgeted amount. Not because the vendor hid anything. Because the organization measured the wrong things.

TCO — Total Cost of Ownership — is a concept everyone knows in theory. In practice, most IT organizations calculate it as the sum of licenses and implementation costs, then consider the analysis complete. That's a mistake that compounds over time.

‍