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SaaS for ITSM: Getting past the hype

Software as a Service continues to grow in both use and as a common word in the IT lexicon, and that’s due in part to its success as a solution for many organizations. But like any new kid on the block, SaaS for ITSM is getting a lot of attention, and some of that attention might not really be warranted. This post found on ComputerWorld UK tries to cut through some of the hype to provide us with a clear, rational explanation of what is good and bad about SaaS for ITSM. On the good side comes a clear, subscription based pricing model. The post’s author makes sure to explain that it isn’t necessarily a cheaper solution, as the price often depends on the amount of use and the amount of time the solution is utilized. Another benefit of a SaaS for ITSM is how little the company using it has to worry about getting the proper licenses for various ITSM products. Instead of making sure that all of your resources have various licensed access, all of the expense and hassle is reduced through a single service. Perhaps not the biggest issue, but certainly one that is recognized as a benefit. The article goes on to list ease of access and use as a benefit as well: A SaaS-delivered ITSM tool only requires a Web browser and an Internet connection to function so scarce IT resources can be redirected away from IT-internal systems to focus on the delivery of business-critical IT services. A benefit that also resonates strongly in a service integration model where the SaaS-delivery and the subscription model make it easier to add in new suppliers and give them access to the tool’s capabilities. However, SaaS for ITSM has a downside, too. Security isn’t being handled by your organization anymore, and while that isn’t necessarily a bad thing, it is a touch point that you no longer have access to. Furthermore you aren’t guaranteed of availability (again- the solution is not in your hands). The list of considerations goes on to include integrations, business continuity, and downtimes due to upgrade/functionality. While the article certainly doesn’t state that SaaS for ITSM should be ruled out, it does provide an interesting look at some of the more objective concerns CIOs should ask before going full steam into a solution.

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