Measuring the ROI of unified IT platforms in digital transformation

To build a credible business case, break down ROI into clear components, including:

Cost savings

• Reduced licensing and maintenance costs
• Lowered support costs via automation and AI ticket deflection
• Optimized device refresh cycles and software use
  

Productivity gains

• Faster onboarding and issue resolution
• Fewer tickets due to proactive detection
• Improved employee satisfaction
  

Risk management

• Improved audit readiness with automated documentation
• Enterprise-grade security features to reduce breach risk
• Centralized visibility and control for distributed teams
  

Operational agility

• Scale IT operations as the business grows
• Adapt quickly to tech or regulatory changes

Use ROI frameworks like Total Cost of Ownership (TCO) and Value Realization to measure long-term benefits. Practical metrics include:

• Mean time to resolution (MTTR)
• Support ticket reduction
• Compliance audit readiness scores
• Operational cost reduction
• Employee satisfaction ratings
  

A Forrester study found that organizations leveraging AIOps and advanced observability tools experienced a 50% reduction in MTTR and a 50% decrease in the number of severe incidents.

To connect IT investments to outcomes:

• Establish baseline metrics.
• Define target goals that reflect business objectives.
• Use real-time analytics to track and report progress.
• Communicate results in business terms to stakeholders.
  

One global manufacturer saw a 25% reduction in downtime after adopting a unified platform—directly linking gains to cost and productivity benefits.

Overcoming common obstacles and making the business case

Common challenges include integration complexity, user adoption, limited analytics, compliance, and platform sprawl. To overcome these:

Integration complexity

Choose platforms with flexible APIs and native integrations, such as TeamViewer’s integrations with ServiceNow, Jamf, Teams, and Azure.

User adoption

Use intuitive tools, strong onboarding, and automation to increase engagement and reduce resistance.

Analytics limitations

Select platforms with deep insights, session-level analytics, anomaly detection, and real-time remediation.

Compliance and security

Ensure audit trails, enterprise-grade encryption, and granular access controls to meet security requirements.

Effective strategies to overcome resistance include:

• Phased rollouts to reduce disruption and build momentum
• Early stakeholder involvement and benefit-driven communication
• Analytics dashboards that track real-time impact
• Success stories that demonstrate tangible results
  

This ServiceNow report shows Siemens Healthineers, a global leader in medical technology, unified its IT support by consolidating 75 different legacy ITSM tools into a single ServiceNow platform. This strategic move enabled them to:

• Drive 80% of all IT incidents to be logged through a self-service portal, freeing up support staff.
  
• Achieve a 95% user satisfaction rate with the new, streamlined IT experience.
  
• Realize significant operational savings and improve global service consistency.

Similarly, a media and advertising provider dealt with slow connection setups and no approved ITSM integrations, delaying field support. But with ServiceNow integration and regionalized remote support, they were able to cut connection times and streamline workflows for employees and contractors alike.

All of this to say, when sharing ROI, focus on business outcomes—not just technical performance. Frame results in terms of value: lower costs, less risk, and improved productivity. This is how digital leaders earn—and keep—executive support.

Conclusion

Unified IT platforms deliver measurable value by consolidating tools, automating support, and centralizing management. Frameworks and benchmarks make ROI tangible, while common pitfalls can be addressed with the right strategy.

A metrics-driven process helps digital leaders connect technology investments to outcomes that matter—cost savings, risk reduction, and productivity.

Stay committed to continuous ROI tracking and proactive transformation. As the IT landscape evolves, so must your ability to quantify and communicate value.

Frequently asked questions

How can I ensure my ROI calculations include both direct and indirect benefits?

Track not just cost, but also time savings, risk mitigation, and employee satisfaction. Include both tangible and intangible results in your metrics.

What metrics should I use to benchmark digital transformation success?

Use MTTR, support ticket reduction, audit readiness scores, and operational cost reductions—validated by benchmarks from Deloitte and Capgemini.

How do I overcome resistance to unified platforms?

Focus on user-friendly tools, strong onboarding, proactive support, and clear benefit communication. Use real-world results to demonstrate impact.