When you’re choosing an IT service management (ITSM) platform, there’s no denying that the price tag is one of the first things you look at. Vendors often advertise a clean, per-user subscription rate that looks attractive at first glance. But as many IT leaders have discovered the hard way, the headline figure rarely tells the whole story.
The reality is that ITSM platforms can come with a range of hidden costs - some obvious, some less so - that dramatically inflate the total cost of ownership (TCO). Understanding where these costs lurk is the first step to protecting your budget and ensuring your investment delivers long-term value.
Let’s take a closer look at some of the most common hidden costs of ITSM platforms, and how to safeguard against them.
Many ITSM vendors offer modular pricing. On the surface, this sounds flexible - you only pay for the features you need. But in practice, organisations often discover that essential functionality (things like reporting, automation, or integrations) sits behind a separate licence.
As your service desk matures, the number of modules you need tends to grow, and suddenly your costs spiral. A platform that was originally budget-friendly becomes significantly more expensive once you’ve factored in “must-have” add-ons.
💡 Tip: Always ask vendors to map their pricing against your three-year roadmap. What seems affordable today might not be once you’ve scaled.
Some ITSM platforms are notoriously complex to implement. They require specialist consultants to configure, tailor workflows, and even complete basic onboarding tasks.
These consultancy days add up quickly - and because implementations often run longer than expected, budgets can be blown before the system even goes live. For smaller IT teams, the reliance on external expertise can feel like handing over the keys to the system before you’ve even started using it.
💡 Tip: Look for platforms with pre-configured templates and straightforward admin tools that let your own team manage setup. Faster, simpler deployments reduce reliance on costly consultants.
Modern IT service desks need flexibility. Processes evolve, reporting requirements change, and integrations with other tools become more important over time.
The problem? With some enterprise ITSM tools, every adjustment requires technical skills or a paid consultant. If your team can’t customise workflows, dashboards, or service catalogues themselves, the system can quickly become more of a burden than a benefit.
💡 Tip: Prioritise platforms that empower administrators to make changes directly, without coding. No-code or low-code customisation ensures agility and reduces ongoing costs.
Upgrades should be a benefit of cloud-based ITSM. But in some cases, upgrades introduce new challenges:
This creates a frustrating cycle where businesses pay extra just to stay current.
💡 Tip: Ask upfront whether upgrades and maintenance are included in your subscription. A predictable pricing model should cover these essentials.
Every ITSM platform promises “world-class support.” But what does that actually mean? For some vendors, standard support tiers are limited to online knowledge bases or email tickets with long wait times. To get meaningful help, customers are nudged towards “premium” support packages - at a premium price.
This can leave IT teams stranded when they need urgent assistance, or worse, budgeting extra just to guarantee a decent response time.
💡 Tip: Always dig into the detail of what “support” includes. Are you paying extra for phone support, fast response, or dedicated account managers?
Protecting Your ITSM Budget
When you’re evaluating platforms, the key is to think beyond the initial subscription price. Consider the total lifecycle cost of the tool:
Asking these questions up front can save you from budget surprises down the line.
A Transparent Approach
At Sunrise, we believe in predictable pricing and no hidden costs. Our subscription model includes support, upgrades, and the flexibility to customise workflows without coding. Customers can configure their systems themselves, reducing dependency on consultants and giving them agility to adapt as they grow.
The result? A lower total cost of ownership, faster time-to-value, and an ITSM platform that scales with you - without the nasty surprises.
Find out more about our ITSM solution here.