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How to Choose a SaaS-Based IT Service Management Solution

Bob Johnson
Wednesday, November 3, 2010
Bob Johnson
The choice on how best to consume software — whether on-premises or through a Software as a Service (SaaS) model — is based on your specific requirements at different points in your business and organizational lifecycles. Each model presents benefits that take into consideration the IT skills available within your organization and your budget for capital versus operational expenses. When you look at each model, it is also important to consider the potential for growth in your IT infrastructure and the level of customization and integration required.

The Right Approach
Choosing a SaaS delivery model for IT service management can provide your IT organization with many benefits. Leaving the IT service management infrastructure to a SaaS vendor avoids the upfront costs of purchasing and implementing the software, the capital expense of buying hardware, and the costs associated with compliance and security best practices.

However, even after having chosen to adopt a SaaS model, you still need to decide ‘how much’ IT service management you need. Do you need a tactically focused, slimmed-down helpdesk application focused on basic workflow for incident management and asset stores? Or do you need a more full-featured system that provides detailed information about the IT infrastructure and best-practice IT workflows?

Choosing the right IT service management approach is critical because it will help determine not only your IT costs, but also your business agility for years to come. Here are the criteria that have helped IT organizations like yours choose the right level of a SaaS-based IT service management platform.

Key Criteria

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