Imagine that you need to decide whether to invest in a new service provisioning system. That system is expected to carry a significant price tag—in particular, when taking into account the cost of...

Imagine that you need to decide whether to invest in a new service provisioning system. That system is expected to carry a significant price tag—in particular, when taking into account the cost of integrating the new system with the existing operations support infrastructure. What metrics might help you decide whether this is a worthwhile investment, and how would you do the math to arrive at a go/no-go decision?