Multi-tenant solution for IT service management: A quantitative study of benefits

The very competitive business climate dictates efficient and cost effective delivery and support of IT services. Compounded by complexity of IT environments and criticality of IT to business success, IT service providers seek multi-tenant solutions to reduce operational cost and improve service quality. In this paper we consider a multi-tenant solution for IT service management and examine its critical aspects for realizing business benefits. We conduct a quantitative study of its benefits using a complexity based value assessment methodology. By regarding complexity as a substitute for potential labor cost, we estimate the business value of the multi-tenant solution before its actual deployment. © 2009 IEEE.