John Moore, writing for SaaS in the Enterprise, contends that while SaaS applications are always new, their legacy counterparts “can become quite out of date as time wears on.” Moore is also of the opinion that this is particularly true in the IT Service Management space. The problem, it appears, comes down to simple usability and building a better interface for the user.
“People using software in the workplace really deserve a better experience,” said Doron Gordon, founder and CEO at Samanage. “From our inception we have had design and usability as the key drivers in all of our engineering efforts. Our SaaS multi-tenant platform allows us to constantly measure and understand how people are using our application. We can then adapt very quickly. We push out an update to the app every week and a lot of what we do is focused on the user experience. We want people to love using our software and we believe that we are delivering something very special that can only be done by a true SaaS vendor.”
Stephen Mann of Forrester, sums it up in a recent blog post:
“Although Forrester hears frequent complaints about ITSM tools, the data suggests that satisfaction is higher than dissatisfaction. However, SaaS customers are far more satisfied. While all other models maintain an about 70:30 satisfied/dissatisfied ratio or worse, SaaS is an impressive 88:12. We believe it’s a combination of the benefits above. Software-as-a-service’s ease of use, instant availability, and pay-per-use nature are in stark contrast to older on-premises experiences that firms perceive as clunky and which take months or years to rollout, all while spending significant capital investment upfront before value is received.”
In the same blog post, Mann recognizes Samanage as having achieved “major success” with its customers and penetration of the market. He goes on to summarize the key benefits of SaaS for ITSM as follows:
- Subscription-based pricing that lowers total cost of ownership, initially
- Simple implementation and upgrades that minimize staff effort
- Reduced support needs
- Greater opportunity of use
- Higher user satisfaction
“A major shift is taking place in the ITSM market. Both John and Stephen have accurately captured what is driving this. At Samanage we are thrilled to be in the middle of it and being considered as a driver of change,” concluded Gordon.