The fast pace of business today requires that companies remain nimble and respond to change quickly and effectively.
ITIL expandability is one of the key reasons that a major shift toward software as a service (SaaS) is happening in the IT service management (ITSM) market. Unlike on-premise solutions, which require lengthy and complex roll-outs, SaaS-based ITSM can be implemented quickly, without buying servers, and is priced on a per-user subscription basis. This keeps up-front costs to a minimum, something that just isn’t the case with on-site solutions.
If it’s time to implement or upgrade your company’s ITSM system, here are some points to consider as you evaluate potential software providers.
“Enterprise Level” Isn’t Only About Size
Your business could be considered “enterprise level” based on number of employees or on revenues, but that doesn’t necessarily mean that you require an enterprise-level ITSM solution. The level of ITSM maturity you require is based on your company’s technology needs and the technology needs of the employees going about their daily work.
Before choosing your software vendor, define the ITSM process you need your new ITSM software to support (regardless of whether you choose on-premise or SaaS). If you only require basic incident management and possibly change management, choosing the SaaS solution may have many benefits for your company, including cost savings, better support, and a wider range of tools. SaaS apps are always “the latest” while legacy offerings quickly become out of date.
A Per-Seat Subscription Can Get You Multiple ITIL Processes
With SaaS IT service management, the simplicity of pricing is considered a big advantage by many businesses. With some ITSM solutions, a per-seat subscription will cover access to a broad range of capabilities across many ITIL processes. Non-SaaS processes require multiple licenses across numerous ITSM modules or processes. The advantage to the SaaS model is that a company can incrementally expand its ITIL framework without incurring additional costs (except for the cost for additional user seats if they become necessary).
SaaS Allows You to Scale Up or Down Quickly and Easily
Suppose your IT department starts using SaaS service desk software, and everyone likes it so much the company decides to use it in other contexts, such as building management or HR management. There is no waiting for software to be installed on other servers, because the software is run from the cloud. Implementation is a matter of purchasing the required number of user subscriptions, and the software can be rolled out right away. By contrast, if your needs decrease, you’re not stuck with software licenses you paid for but are no longer using, because you simply cancel the user accounts you no longer need.
Rollout and Upgrades Are Not Huge Events with SaaS
On-premises deployment can be time-consuming, and upgrade cycles for these software products usually take 18 months to two years. By contrast, with SaaS, deployment is very rapid because there is no client to install and no local hardware to support. Also, with SaaS IT service management, automatic upgrades generally take place two to four times per year, giving users access to the latest features much more quickly than they would be available for on-premises upgrades.
“Major Shift” in the ITSM Market
Writing in his Forrester blog, Stephen Mann lays out some very important data concerning user satisfaction: “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.” Ease of use, quick deployment, and the user subscription model are benefits that are driving the shift in the ITSM market to SaaS service management.
Samanage is one of the drivers of this shift, offering SaaS IT service management software that’s customizable, flexible, and powerful, with terrific features that make your IT service desk work more efficiently and effectively. If your legacy ITSM system is clunky and out of date, maybe your company should be part of the shift to the cloud too.
About Greg Ghia
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