SaaS for ITSM, On-Premises or Something In-Between? (Part 2)

Software as a Service (SaaS) has become a mainstream deployment option for an increasing number of applications. The advantages – lower costs, simpler and shorter implementation processes, service level guarantees – often outweigh IT’s traditional concerns about controlling assets by keeping critical applications in house.

Some IT organizations have been turning to SaaS for IT management applications. Reasons driving the decision are the same ones behind the sales organization adopting SalesForce.com. Besides the cost and service-level standards, IT organizations are frustrated that the continuing complexity of legacy ITSM products means many of their features are underused and rarely modified after the long initial implementation. That underuse of features makes it easier for IT to accept that SaaS products are typically not as full-featured as the legacy brands. After all, why buy the super-sized meal if you can’t eat all of the small size?

But wouldn’t it make sense not to have to make a trade-off between easy deployment and a rich feature set? Why not first select the ITSM product that meets your needs and then determine the deployment model that makes the most sense? Every ITSM vendor should be able to offer the same functionality regardless of the deployment model. And you should be able to choose not just SaaS or on-premises but also a flexible hybrid that seamlessly combines these models – with your choice of capabilities hosted by the vendor and others still deployed on premises.  In other words, the deployment model shouldn’t be an issue in the selection of the solution. Instead, you should be able to deploy the solution you want in the way that makes sense for your organization.

To learn about how Serena Service Manager can be deployed anyway you want – SaaS, on-premises or a flexible hybrid, download Top 5 Reasons for Orchestrated Service Management or join us for an October 11th webinar on Transforming IT with Process-Based ITSM, featuring insight from Forrester’s Eveline Hubbert Oehrlich.


Colin Teubner is Senior Product Manager for the Serena Service Manager offering. Prior to Serena, Colin was the BPM product manager at Global360. He was also at Forrester Research for five years where he was the Senior Research Analyst covering the Business Process Management segment.



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