Framework
The Service Technology Decision Framework
Overview
Challenges
Organizations are facing critical choices when deciding on technology for service delivery transformation. This framework serves to simplify that decision by exploring three strategic paths—build, buy, or assemble—and highlights the key implications and considerations of each approach.
Summary
The framework discusses the strategic choices organizations face in transforming their service delivery through technology—specifically, whether to build custom solutions, buy comprehensive platforms, or assemble best-of-breed tools. Each option carries unique advantages and challenges, impacting efficiency, control, and analytical capabilities, crucial for aligning with organizational goals.
Included in the full report
Build for Customization:
Developing in-house solutions allows for tailored services but poses high costs and risks, requiring significant resources.
Buy for Integration:
A comprehensive platform offers seamless operations and reduced vendor management but may lack specialized features and risk vendor dependency.
Assemble for Flexibility:
Selecting best-of-breed tools maximizes analytical depth and functional capabilities but introduces complexity in integration and management.
Strategic Recommendations:
TSIA suggests organizations lean towards “buy” or “assemble” strategies over building due to their maturity and effectiveness in today’s tech landscape.
Core Priorities Matter:
The choice hinges on whether an organization values operational unity or advanced analytical functionality.
Publication date:
August 14, 2025
Stop guessing.
Start leading.
Get expert help to solve challenges and move faster—with less guesswork. We’ll connect you to the right person.
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
We respect your time and inbox.
No spam—just expert guidance tailored to you.
No spam—just expert guidance tailored to you.
By supplying my contact information, I authorize TSIA to contact me about its products and services. Learn more or opt out.
Oops! Something went wrong while submitting the form.
.svg){kind=icon}
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
We respect your time and inbox.
No spam—just expert guidance tailored to you.
No spam—just expert guidance tailored to you.
By supplying my contact information, I authorize TSIA to contact me about its products and services. Learn more or opt out.
Oops! Something went wrong while submitting the form.
Questions about membership?
Lead with certainty
TSIA membership unlocks this research and our full library of premium content. Complete the form and we'll help you find the right plan.
Make confident decisions and deliver results—with expert-backed research, industry benchmarks, and AI-powered insights.
Trusted by top companies everywhere
.svg){kind=logo}
“The most important aspect of TSIA's value is the relevance of the expertise and experience that they bring to support the business challenges we are facing right now and the ones we perceive in the future.”
Dom Hasler
VP, Services
Trusted by tech services leaders worldwide
Get the benefits of membership
Becoming a TSIA member gives you access to an extensive library of leading research and data to fuel your growth. Signing up takes less than a minute—it’s quick, easy, and free.
Create an account
.svg){kind=icon}
Have questions or need guidance?
Connect with a TSIA research expert