New Insight: Download the Gartner Market Guide for Telecom Expense Management Services, 2019

18 June 2019 | Posted by Josh Bouk

One of today's greatest challenges is that it’s becoming harder and harder to separate fact from fiction. And when choosing a TEM vendor, this problem is compounded by having to evaluate what’s now a crowded market populated by a broad array of different providers. Fortunately, the new Gartner TEM Market Guide offers some respite by presenting a well-researched and impartial look at the industry landscape.


Gartner Inc. is the world’s leading research and advisory business. Founded in 1979, the company provides business leaders across a vast array of sectors and enterprise sizes with the objective insights they need to make informed decisions.

For business leaders, it's what you need to know, what you need to do, and who you should be paying attention to.

New up-to-date insight into the opportunities and challenges facing the TEM  space is now available. Download the 2019 Gartner Market Guide

What’s Contained in the Guide?

The main areas covered are:

  • State of the market: Gartner gives a brief overview of what is meant by TEM services and the general direction the industry is heading.
  • Market analysis: Four main areas are investigated:
    • Enterprise requirements vary by size and scope
    • Evolution of procurement practices – managed services dominate
    • Deeper tracking capabilities from inventory, service and optimization
    • Factors influencing TEM vendor selection
  • Representative vendors: Gartner reviews 18 key TEM providers – those most frequently asked about in the company’s end-user inquiries, typically serving the large, regional or MNC enterprise base.
  • Market recommendations: Gartner makes six proposals, targeted at sourcing, procurement and vendor management leaders. For example, the research firm advises you should evaluate TEM vendors for support with a complex mix of services. Other advice is to examine the local capabilities of the vendor, either directly or through partnerships.

How do You Choose a TEM Vendor?

Reading the Gartner guide is a great way of gaining independent, objective insight. But we’d also recommend taking a look at our post, What Goes into a TEM RFP? And here’s what we believe makes a good TEM vendor, yours to use as a frame of reference when conducting the RFP process and also when reading the Gartner guide:

  1. Billing analysis: Telecom billing errors are surprisingly common, so your vendor must have powerful software and in-depth auditing processes in place to identify areas of overspend, before disputing the costs at their source and recouping the erroneous expenditure.
  2. Company stability: Vendor churn is a deep-rooted issue within the TEM industry so it’s important to proactively assess a TEM vendor’s stability. Changing vendors can be catastrophic for TEM customers, as their service is interrupted, and they usually have to bear the costs of repeating implementation projects.
  3. Procurement support: Telecom procurement is complex and misleading, so your provider must be able to offer global support and expertise, with visibility into many vendors and a deep understanding of what they’re really willing to give.
  4. Service – not just software: You can get so much more from a TEM vendor if they work as an extension of your own team, sharing the full weight of their expertise, rather than a ‘service’ that ends at installation.
  5. Global provisioning support: There’s a huge amount of variation in the way telecom infrastructure is provisioned around the world. As such, specific cultural understanding, technical expertise, local knowledge, and language proficiency is essential when ordering services in Italy or China, for example.

That’s our top five, but you’ll find a more in-depth discussion, as well as more model traits to look out for, in our post: What Makes a Good Telecom Expense Management Company?

To benefit from a clear view of the TEM landscape, from a trusted, independent, and objective source, download the Gartner 2019 TEM Market Guide today.

Gartner 2019 TEM Market Guide: Up-to-date insight into the global TEM landscape

*GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved

Gartner, Market Guide for Telecom Expense Management Services, 2019, Lisa Unden-Farboud, Katja Ruud, Pablo Arriandiaga, Ausra Stutiene, June Ainslie, Rachael Stock, 12 June 2019

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Get regular Telecom roundups direct to your inbox.