ITSM Software: Is SaaS the Model for You?

Size: px
Start display at page:

Download "ITSM Software: Is SaaS the Model for You?"

Transcription

1 ITSM Software: Is SaaS the Model for You? By Kai Holthaus, ITIL v3 Expert and Director for Third Sky, Inc. Software as a Service (SaaS) has gotten a lot of attention recently. Many companies and IT organizations are embracing SaaS as a new model to provide software-based services to their customers. The field of IT Service Management (ITSM) software is no exception. But is SaaS always the right model for ITSM tools? This white paper provides a closer look at the pros and cons of SaaS for ITSM software. I ll discuss the benefits of SaaS and on-premise software installations, and will provide a simple checklist you can use to make the right decision for your organization. SaaS Market Trends The analyst firm IDC estimates that by 2012, about 85% of new software to the market will be delivered as a service. At the same time, some two-thirds of new offerings from established vendors will be sold as SaaS. SaaS revenue numbers will jump up from US$13.1 billion in 2009 to $40.5 billion by Figure 1 below shows the number of Gartner clients choosing the SaaS model when purchasing an IT service desk software solution. It can also be expected that license revenues for traditional on-premise applications will decline as the revenue numbers for SaaS will go up. Figure 1: Number of Gartner Clients choosing SaaS for IT Service Desk Software Page 1

2 Clearly, SaaS seems to hold a lot of benefits in the eyes of customers. What is Software as a Service? Software as a Service (SaaS) is a software delivery model, in which the application and the data it operates on is centrally hosted. Typically, the application is accessed by users using a thin client, such as a web browser. Unlike the traditional application sales model, which typically involves a one-time fee for a license, SaaS is usually sold in a subscription model, such as a monthly or annual fee. This subscription fee is competitive with the prices for traditional application delivery not only because it is usually lower or equal to the amount of money paid for licenses and support over a period of time, but also because it might allow a customer to use expenses instead of capital expenditures to pay for the software, resulting in tax benefits. The ITSM software vendors have embraced SaaS to various degrees. Some vendors offer SaaS as the only delivery method, while others can provide both SaaS and on-premise offerings. Types of Software as a Service Offerings Essentially, we can find four different types of SaaS offerings in the marketplace. Type 1: Customized Instances The first type of SaaS offering is running a single, customized instance of an application for each customer. The main change between this type of SaaS offering and an on-premise installation is the site of the servers on which the application runs: instead of running on customer-owned and operated hardware, this SaaS offering runs on servers provisioned and maintained by the SaaS provider. This means that there is little difference in the code base for such a SaaS offering and an on-premise installation of the software. The same can be said for the data managed by the application. Each customer has their own, potentially customized, code base, and their own database instance storing the data. Upgrading this type of SaaS offering is similar to upgrading an on-premise installation as well. If major customizations were done to the code base, upgrading can become difficult. Type 2: Configured Instances This type of offering has customers accessing their own instance of the same application, but the provider does not allow for customized code to be run in that instance. The software can be configured to an extent it was designed for, for instance custom input forms, custom look and feel or custom workflows. The important differentiator to a Type 1 offering is the fact that all the instances use a shared code base. This reduces cost for the SaaS provider, because there is no need to maintain Page 2

3 separate, and potentially customized, code bases. On the hardware side, the same amount of resources is needed as in a Type 1 setting. Data is also stored in separate database instances. Upgrading this type of SaaS offering is potentially cheaper, since the same code base is used across all customers, and therefore upgrades can be designed and implemented for all customers at the same time. This can lead to issues for customers, however, since upgrading the software may happen at a business-critical time. When negotiating contracts for a Type 2 SaaS offering, this needs to be considered. Type 3: Multi-Tenant Installations In the Multi-Tenant SaaS offering, all customers access the same, single instance of the application. All configuration of the application occurs through metadata stored in the database. This reduces resource requirements for the SaaS provider, as there is only one instance of the software running, and not as much storage space is required as compared to Type 1 or Type 2 offerings. Scalability may become an issue, as all resources are shared between all tenants of the multi-tenant application. When evaluating Multi-Tenant Installations, customers should ensure that additional resources can be made available by the SaaS provider in a time-efficient manner, when the need arises. Customers have no control over the isolation of their data from other customers data, since a multitenant installation uses a single database instance as well. Security measures have to be put in place to ensure that the data remains isolated. Since the SaaS provider only has to manage a single code base and a single database instance, upgrade cycles are typically faster than in Type 1 or Type 2 offerings. The same concern about the timing of upgrades mentioned in the section about Type 2 offerings also applies here. Type 4: Identical Instances The final type of SaaS offerings is the most demanding, architecturally speaking. It consists of customers accessing identical instances of the software, with all configuration occurring via metadata stored in separate databases, so that each customer receives a unique user experience, such as a different look and feel. This type is to be desired, as it can provide almost unlimited scalability, because new instances of the software can easily be provisioned as demand increases. A quick test for a customer of SaaS to distinguish between Type 3 and Type 4 offerings is to ask the vendor to provision a new instance of the software. Type 4 offerings can provision instances almost immediately, while Type 3 offerings will have some lead time. Evaluating ITSM Software When evaluating ITSM software the following questions should be asked: Page 3

4 How easily can the software be interfaced with already existing data sources, such as general ledgers or asset management systems? Does the software include process automation? How easily can processes be modeled and executed in the software? Which ITSM processes can be enabled or supported by the software? Is the software modular per process? For instance, can you start by only implementing (and paying) for the Incident Management module, while not using (and not paying for) the Problem Management module? How scalable is the software? Does the scalability of the software match the company s growth targets? Is the user interface role-based? How easily can different views into the same data set be provided based on a user s role? Are all your needs covered by the configuration options provided by the software? If customization is needed (and a business case exists to support the customization), how easily can the software be customized? How much customization is needed? Most ITSM software offerings include modules for the following processes. Keep in mind that a specific software may have additional modules, or may be missing modules that are listed below. Incident Management: The software records incidents, and manages the process of incident resolution. Problem Management: Manages process and data collection for root cause analysis. Typically includes functionality to manage a Known Error Database (KEDB). Change Management: Track, authorize and manage change coordination processes. Should be linked or integrated with Configuration Management for best value. Release and Deployment Management: Manages the implementation of one or more authorized changes. Service Asset and Configuration Management (SACM): Keeps track of Configuration Models and asset information. Should be tightly linked to Change Management for best value. Can include discovery functionality to enable configuration identification and verification and audit activities. Service Catalog Management / Service Level Management: Publishes a service catalog and keeps track of Service Level Agreements and Service Level Achievements. Enables reporting and review. Request Fulfillment: Tracks Service Requests (similar to the handling of Incidents) and manages fulfillment process, including approvals. Often can enable self-help functionality. Knowledge Management: Provides visibility into data collected in IT Service Management, and enables analysis of the data and information for reporting and improvement opportunity identification, as well as supporting decision-making and effective and efficient service management processes. Page 4

5 SaaS versus On-Premise: A Comparison Table 1 below highlights the pros and cons of SaaS versus On-Premise installations: Third Sky, Inc. Pros Cons SaaS Can be deployed with limited IT resources Can be deployed with limited operating capital Flexible deployment and scalability Usually relies on open data interface protocols Typically faster enhancement cycle Inherent collaborative functionality Uses expenses instead of capital expenditures No control over data stored in application need to trust vendor security provisions Offers limited configuration and customization options Might be more expensive with high number of users, depending on licensing model Requires higher network bandwidth, potential latency issues Integration with applications holding sensitive customer data Might be locked into vendor upgrade schedule On-Premise Data is under customer control Software can be more easily customized Lower network bandwidth requirements Might be more easily integrated with other custom applications May be cheaper over long-term usage Can determine own upgrade schedule Table 1: Pros and Cons of SaaS versus On-Premise Installations Uses capital expenditures instead of expenses Needs company resources to manage and maintain implementation May be harder to deploy in distributed environment Usually slower to deploy Financial Implications: SaaS offerings can usually be paid for with expenses instead of capital expenditures, which may be beneficial from a tax stand point, depending on how many years of depreciation are being used. Additionally, the subscription-based licensing model of SaaS offerings can be advantageous, depending on the number of users and the amount of support they require. On the other hand, a large number of users can mean that on-premise installations are more costeffective. Which one is better from a financial perspective depends on the exact licensing model of the on-premise and SaaS offerings. When evaluating different offerings, it is important that these implications are fully understood. Page 5

6 Finally, SaaS may provide a better TCO, depending on the exact needs of the customer. A TCO analysis should be performed to compare SaaS versus on-premise installations. The exact details may differ from software to software and customer to customer. Data Security Concerns: Since SaaS offerings typically store the data the application operates on in the cloud, i.e. away from a customer s own data center, data security concerns may arise. This includes both data that belongs to the application as well as potentially sensitive data that the SaaS offering may need to pull from or push to other applications which may be housed in the customer s data center. Data security issues need to be considered when making a decision on whether SaaS is the right way to go. In the ITSM space, these concerns may be substantial, because the customer s business may fully depend on highly available IT services, and any disruptions to those services could have a significant impact beyond the unavailability of IT services. SaaS vendor security provisions should carefully be evaluated to address data security-related concerns, both within IT and IT s customers. Features versus Customization Ability: Most SaaS offerings usually have the advantage over on-premise applications with regards to the cycle time necessary to implement new features, because customers typically share a noncustomized code base (unless a Type 1 SaaS offering is used). The SaaS provider will take care of enhancing the features of the SaaS offering, and will update the software accordingly. In onpremise installations, enhancement projects are usually initiated to install a new version of a particular software. Depending on the exact circumstances of the software installation, upgrading can turn into a costly and lengthy project. However, the ability to customize certain aspects of an application may outweigh these concerns. SaaS providers who also offer on-premise installations may have a different approach to upgrading their offerings than pure-saas providers. As you evaluate the correct approach for your ITSM solution, you should prioritize your requirements for quicker upgrades versus the ability to configure and customize. Upgrade Process: The quicker cycle time of making new features available to customers is typically seen as one of the selling points for SaaS offerings. However, situations may arise that would make a customer wish that they not take part in an upgrade of the software at the base of an SaaS offering. When selecting SaaS over on-premise installations, the requirements with regards to upgrades should be carefully evaluated. Additionally, SaaS offerings sometimes force customers into upgrading within a given time frame, while customers of on-premise installations are completely in control of their own upgrade. Upgrades that do not touch the core data model of an ITSM tool are relatively easy to do, no matter whether they are done for a SaaS offering or to an on-premise installation. Upgrades that do change the core data model will be difficult to deploy in a SaaS environment as well. As Page 6

7 you evaluate your options, make sure that you evaluate a vendor s approach to these two different types of upgrades. Some of the pure-saas providers have not yet done any upgrades that change the core data model. Network Bandwidth Requirements: Since SaaS applications are typically housed in the cloud, Internet connectivity is a must for every user of such an offering. This may present certain issues if Internet connectivity cannot always be guaranteed, but application availability is still required. Also, the Internet-based nature of SaaS offerings may introduce latency issues, which may make an on-premise installation necessary. In the ITSM world, latency is usually not important. However, network connectivity may be. If an incident on the Wide Area Network (WAN) needs to be managed, connectivity to a SaaS offering may not be guaranteed for all employees who need access to the ITSM tool and its data. Alternative ways of connecting to a SaaS-based ITSM solution need to be considered, designed and implemented to ensure access even in times of reduced network availability. Suggested Approach for Evaluating and Selecting an ITSM SaaS Offering If your initial evaluations have shown that SaaS might meet your ITSM software needs, Third Sky would recommend a Fit-Try-Buy approach, as illustrated in Figure 2 below: Fit Try Buy Define requirements Get vendor demos Assess ease-of use and efficiency Ask for a demo instance ("sandbox") Invest time to try Check references Select right licensing model Select right duration of contract Document SLA commitments Figure 2: Fit-Try-Buy Approach During the Fit stage, the key is to figure out whether an offering is right for your circumstances, it is critical to define the right requirements. Try to avoid long lists of requirements, and instead focus on the Page 7

8 most important ones, as indicated by a MoSCoW analysis (Must/Should/Could/Won t). Provide the requirements and identified use cases to vendors of different SaaS and On-Premise options and ask them to demonstrate their offerings, on how they would address your requirements and use cases. Use a structured evaluation model (weighted requirements and a scoring system) to assess the ease of use of each offering and its efficiency. Most, if not all of the ITSM tool offerings are based on best practices from the most current ITIL guidance (ITIL 2011 Edition, the most recent edition of what is known as ITIL v3). When evaluating tools, ensure you have prioritized the processes which you would like to enable with the ITSM tool, and ensure that the offerings can actually enable these processes. Investigate how much configuration or customization can be done to the processes included in an ITSM tool. Also, investigate how far your organization is willing to adopt a best-practice process out-of-the-box versus the need to fit the tool to your processes. Once your evaluation process has yielded a winner, you can ask the vendor of the selected offering for a demo instance. Invest the time to try and kick the tires of that instance, to see if it not only meets your Must requirements, but also any Should or Could requirements. Bring enough users and data into the try-out as feasible to collect enough feedback to make the try-out meaningful. Additionally, during the Try phase, check references for your selected solution, including any marketplace recommendations or available reports. If you have determined that one of the solutions you tried is indeed for you, you can move into negotiations with the selected vendor. If the vendor is offering different licensing models, ensure you select the one that is most beneficial to you. The same goes for the right duration of a contract. Carefully document any commitments on both the vendor s side and your own commitments, and agree to regular reviews of whether service levels were actually reached. Follow the guidance in ITIL s Service Level Management and Supplier Management processes, as described in the Service Design core volume. Summary Software as a Service (SaaS) is a delivery framework for software that merits careful investigation for its potential advantages over traditional on-premise installations of applications. Customers should not, however, just blindly jump on the SaaS bandwagon, but instead invest the time to evaluate if SaaS is indeed the right model for a particular software application or solution. Each approach has its pros and cons, and not every solution fits the SaaS model. This general guideline applies in the world of IT Service Management software as well, with more and more vendors offering SaaS-based solutions. Generally speaking, the approach for evaluating and deciding on a solution is the same as for any software package, but the specific requirements for an ITSM tool need to be kept in mind. Page 8

9 About Third Sky Third Sky specializes in the assessment, planning, and adoption of ITIL / ITSM solutions that enable IT organizations to deliver higher levels of service while maintaining or reducing Total Cost of Operations (TCO). Third Sky provides a comprehensive set of IT Service Management solutions addressing people, process, and technology initiatives for medium to large enterprises. Third Sky can assist you in evaluating different ITSM tool vendors, and their different offerings, by designing evaluation criteria and facilitating the evaluation process. Additionally, Third Sky has ITSM technology experts on staff who have experience in successfully implementing different ITSM tools for our customers. Furthermore, Third Sky offers a Service Catalog Management as a Service (SCMaaS) offering. Just like customers of SaaS offerings pay for licenses and functionality on a subscription basis, customers of our SCMaaS offering can pay of administrative and technical consulting services on a subscription basis. The advantages are similar to the advantages of SaaS offerings: access to Third Sky expertise and experience in creating and managing Service Catalogs, no need to increase head count, and avoidance of single points of failure, relying on a single ITSM Administrator in your organization. Page 9

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

WHY TRUE SAAS ITSM BEATS ON-PREMISE AND HYBRID DELIVERY OPTIONS

WHY TRUE SAAS ITSM BEATS ON-PREMISE AND HYBRID DELIVERY OPTIONS WHY TRUE SAAS ITSM BEATS ON-PREMISE AND HYBRID DELIVERY OPTIONS WHY TRUE SAAS ITSM BEATS ON-PREMISE AND HYBRID DELIVERY OPTIONS The software-as-a-service (SaaS) vs. on-premise delivery debate has raged

More information

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis IDC MarketScape IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis Robert Young THIS IDC MARKETSCAPE EXCERPT FEATURES: CHERWELL SOFTWARE IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

WHITE PAPER. 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software

WHITE PAPER. 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software WHITE PAPER 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software Cloud software allows your organization to focus on its strengths and outsource tough data storage

More information

Cloud Services Catalog with Epsilon

Cloud Services Catalog with Epsilon Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these

More information

SaaS-Based Budget Planning

SaaS-Based Budget Planning SaaS-Based Budget Planning Advantages over Traditional Models Author: Tom Olson Tom Olson is President and CEO of MyBudgetFile Inc. and former Associate Superintendent of Business and Finance for the Parkland

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

IT Operations Management. Intelligent. Integrated. Innovative.

IT Operations Management. Intelligent. Integrated. Innovative. IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to

More information

ITSM in the Cloud. An Overview of Why IT Service Management is Critical to The Cloud. Presented By: Rick Leopoldi RL Information Consulting LLC

ITSM in the Cloud. An Overview of Why IT Service Management is Critical to The Cloud. Presented By: Rick Leopoldi RL Information Consulting LLC ITSM in the Cloud An Overview of Why IT Service Management is Critical to The Cloud Presented By: Rick Leopoldi RL Information Consulting LLC What s Driving the Move to Cloud Computing Greater than 70%

More information

Last Update: August 2015. Thin@ Software as a Service Model (SaaS) V3.2

Last Update: August 2015. Thin@ Software as a Service Model (SaaS) V3.2 Last Update: August 2015 Thin@ Software as a Service Model (SaaS) V3.2 Contents http://www.thinetsolution.com Thin@ support for hosted IT service: Software as a Service (SaaS)... 2 Introduction to SaaS...

More information

Choose the Service Desk Delivery Model that Makes Sense

Choose the Service Desk Delivery Model that Makes Sense LANDesk White Paper Choose the Service Desk Delivery Model that Makes Sense Cloud, On-Premise, Hybrid To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and

More information

Benefits of an ITIL Help Desk in the Cloud

Benefits of an ITIL Help Desk in the Cloud SOLUTION WHITE PAPER Benefits of an ITIL Help Desk in the Cloud A New ITIL Solution for Small-to-Medium Businesses Contents Introduction 1 Help Desk Needs in Smaller Environments 1 Power in the Cloud 3

More information

SaaS or On-Premise? How to Select the Right Paths for Your Enterprise. David Linthicum

SaaS or On-Premise? How to Select the Right Paths for Your Enterprise. David Linthicum SaaS or On-Premise? How to Select the Right Paths for Your Enterprise David Linthicum SaaS or On-Premise? How to Select the Right Paths for Your Enterprise 2 Executive Summary The growth of Software- as-

More information

Traditionally, large IT organizations have utilized their own

Traditionally, large IT organizations have utilized their own White Paper Cloud Identity Services Cloud Identity Services TCO Substantially Reducing Cost with Cloud Identity Services Traditionally, large IT organizations have utilized their own resources to design,

More information

Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth

Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth MARKET SHARE Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth Robert Young IDC MARKET SHARE FIGURE FIGURE 1 Worldwide Problem Management

More information

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory

More information

IT as a Service Emerges as a New Management Paradigm in the Software-Defined Datacenter Era

IT as a Service Emerges as a New Management Paradigm in the Software-Defined Datacenter Era Customer Needs and Strategies IT as a Service Emerges as a New Management Paradigm in the Software-Defined Datacenter Era Mary Johnston Turner IDC OPINION IT as a service (ITaaS) represents a fundamentally

More information

BMC Remedy vs. IBM Control Desk. How to choose between BMC Remedy and IBM Control Desk December 2014

BMC Remedy vs. IBM Control Desk. How to choose between BMC Remedy and IBM Control Desk December 2014 BMC Remedy vs. IBM Control Desk How to choose between BMC Remedy and IBM Control Desk December 2014 Version: 1.0 Date: 21/12/2014 Document Description Title BMC Remedy vs. IBM Control Desk Version 1.0

More information

Evaluating SaaS vs. on premise for ERP systems

Evaluating SaaS vs. on premise for ERP systems Evaluating SaaS vs. on premise Increasingly organizations are given more options and evaluating SaaS vs. on premise options can be challenging for organizations. In this expert E-Guide, readers will learn

More information

MOVING TO THE CLOUD: Understanding the Total Cost of Ownership

MOVING TO THE CLOUD: Understanding the Total Cost of Ownership MOVING TO THE CLOUD: Understanding the Total Cost of Ownership The most significant cost of owning and managing software applications is tied up in operating and maintaining the software, along with the

More information

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know I White Paper ERP and the Cloud: What You Need to Know Table of Contents Executive Summary... 3 Increased Interest in Cloud-Based ERP and SaaS Implementations... 3 What is Cloud/SaaS ERP?... 3 Why Interest

More information

Increasing Sales Through Adoption of the Applied Educational Systems Software as a Service (SaaS) Model

Increasing Sales Through Adoption of the Applied Educational Systems Software as a Service (SaaS) Model Applied Educational Systems SaaS Advantage Increasing Sales Through Adoption of the Applied Educational Systems Software as a Service (SaaS) Model Version 1.0 Engage. Learn. Succeed. www.aeseducation.com

More information

Manufacturing Strategies that Win: Executive View of the Cloud Executive Brief

Manufacturing Strategies that Win: Executive View of the Cloud Executive Brief Technology Evaluation Centers Executive Summary To date, manufacturers have been slow to embrace cloud computing. But the proven success of cloud-based solutions, coupled with the promise of a less expensive

More information

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis IDC MarketScape IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis Robert Young THIS IDC MARKETSCAPE EXCERPT FEATURES: SERVICENOW IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape

More information

The Cloud Software Shift: Rethinking Professional Services Economics

The Cloud Software Shift: Rethinking Professional Services Economics The Cloud Software Shift: Rethinking Professional Services Economics Perspective by Waterstone Management Group Mark Hauser, Managing Partner Andrew Loulousis, Senior Associate May 2015 Chicago San Francisco

More information

SaaS A Product Perspective

SaaS A Product Perspective SaaS A Product Perspective Software-as-a-Service (SaaS) is quickly gaining credibility and market share against traditional packaged software. This presents new opportunities for product groups and also

More information

Benefits of SaaS to SMBs

Benefits of SaaS to SMBs CH - ICSP Solutions Pte Ltd CONF IDENT IAL Benefits of SaaS to SMBs Document Date 1 Ubi View, #04-10 Focus One Singapore 408555 This report is solely f or the use of client personnel. No part of it may

More information

Hybrid IT A Low-Risk Path from On-Premise to ITaaS

Hybrid IT A Low-Risk Path from On-Premise to ITaaS SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions

More information

24 y 25 Octubre 2011

24 y 25 Octubre 2011 24 y 25 Octubre 2011 "ITOM (Information Technology Operations Management). La convergencia de Servicios, Activos y dispositivos móviles, físicos y virtuales". Together at Last : Service Desk and Desktop

More information

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It WHITE PAPER SEPTEMBER 2014 Why Your Current Service Desk is Failing Your Business, and What To Do About It 2 WHITE PAPER: CLOUD SERVICE MANAGEMENT Table of Contents Executive Summary 3 Introduction 3 Requirement

More information

Making HR Simpler. A Guide to HR Software in the Cloud

Making HR Simpler. A Guide to HR Software in the Cloud Making HR Simpler A Guide to HR Software in the Cloud Index Introduction 3 Everyone Wins 4 What is the Cloud and where does SaaS fit in? 4 What are the benefits? 5 Food For Thought 7 Questions to Ask 8

More information

Vendor Landscape: Enterprise Service Desk Software

Vendor Landscape: Enterprise Service Desk Software 1234 Vendor Landscape: Enterprise Service Desk Software Move past tickets to proactive, integrated service., Inc. Is a global leader in providing IT research and advice. Info-Tech s products and services

More information

Everything You Need To Know About Cloud Computing

Everything You Need To Know About Cloud Computing Everything You Need To Know About Cloud Computing What Every Business Owner Should Consider When Choosing Cloud Hosted Versus Internally Hosted Software 1 INTRODUCTION Cloud computing is the current information

More information

White Paper. Are SaaS and Cloud Computing Your Best Bets?

White Paper. Are SaaS and Cloud Computing Your Best Bets? White Paper Are SaaS and Cloud Computing Your Best Bets? Understanding SaaS and Cloud Computing and Service Delivery Options for Real Estate Technology Solutions Joseph Valeri, MBA, MS President, Lucernex

More information

Minimizing ITSM cost of entry: HP Service Anywhere

Minimizing ITSM cost of entry: HP Service Anywhere Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting

More information

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive

More information

The Service Owner Role in ITIL v3

The Service Owner Role in ITIL v3 The Service Owner Role in ITIL v3 By Kai Holthaus, ITIL v3 Expert and Director for Third Sky, Inc. Everyone who has attended an ITIL v3 Foundation class has heard about the Service Owner role. However,

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Standardize your ITSM

Standardize your ITSM Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations

More information

Managing Cloud Services in the Enterprise The Value of Cloud Services Brokers

Managing Cloud Services in the Enterprise The Value of Cloud Services Brokers Whitepaper: Managing Cloud Services in the Enterprise The Value of Cloud Services Brokers Whitepaper: Managing Cloud Services in the Enterprise 2 The cloud has revolutionized the way businesses operate

More information

4/7/2012. Software (and data) accessed via the internet; not on your local computer

4/7/2012. Software (and data) accessed via the internet; not on your local computer Presented By: Lauren Nathanson Extra Space Storage What does Cloud mean? Benefits and challenges of cloud applications Case study: Extra Space Storage s NetDocuments implementation Tips on how to protect

More information

The Cloud ERP. Case Study JAAS

The Cloud ERP. Case Study JAAS Systems www.jaas.net Company» Founded: 1999» Location: Columbus, OH, USA» Industry: Manufacturing software Overview Develops and sells inte-grated accounting and manufacturing software solutions Key Results»

More information

SaaS. Web-Based, SaaS Purchasing Model Lives Up To Its Promises. Invoice Approval. Purchasing. Receiving. Inventory Control Purchasing Requisitions

SaaS. Web-Based, SaaS Purchasing Model Lives Up To Its Promises. Invoice Approval. Purchasing. Receiving. Inventory Control Purchasing Requisitions Web-Based, SaaS Purchasing Model Inventory Control Purchasing Requisitions Receiving RFQ SaaS Invoice Approval Receiving Purchasing Inventory Control Invoice Approval In a challenging business environment

More information

Service Catalog: Dramatically Improving the IT/Business Relationship

Service Catalog: Dramatically Improving the IT/Business Relationship Service Catalog: Dramatically Improving the IT/Business Relationship An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for Numara Software February 2009 IT MANAGEMENT RESEARCH, Table of Contents

More information

The Value of Software as a Service (SaaS) for the Travel Industry

The Value of Software as a Service (SaaS) for the Travel Industry The Value of Software as a Service (SaaS) for the Travel Industry Published by Galor Systems & Software Development, March 2009. This publication may be distributed freely in its entirety. Content must

More information

The Need for Service Catalog Design in Cloud Services Development

The Need for Service Catalog Design in Cloud Services Development The Need for Service Catalog Design in Cloud Services Development The purpose of this document: Provide an overview of the cloud service catalog and show how the service catalog design is an fundamental

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic Service Desk. Unified IT Management. Solution Overview I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and

More information

Budget Considerations. Architecture

Budget Considerations. Architecture With hundreds of Help Desk software packages available, how do you choose the best one for your company? When conducting an Internet search, how do you wade through the overwhelming results? The answer

More information

A Custom Technology Adoption Profile Commissioned By Aerohive Networks. January 2014. Cloud Networking

A Custom Technology Adoption Profile Commissioned By Aerohive Networks. January 2014. Cloud Networking A Custom Technology Adoption Profile Commissioned By Aerohive Networks January 2014 Cloud Networking 1 Introduction Business decision-makers are increasingly prioritizing company growth and new customer

More information

When SaaS and On-Premise BI Collide:

When SaaS and On-Premise BI Collide: When SaaS and On-Premise BI Collide: The Pros and Cons of Moving BI to the Cloud Wayne Eckerson Director, TDWI Research November 19, 2009 Sponsor Agenda Cloud-based computing Terminology Types Architectures

More information

THE QUEST FOR A CLOUD INTEGRATION STRATEGY

THE QUEST FOR A CLOUD INTEGRATION STRATEGY THE QUEST FOR A CLOUD INTEGRATION STRATEGY ENTERPRISE INTEGRATION Historically, enterprise-wide integration and its countless business benefits have only been available to large companies due to the high

More information

Rose Business Technologies

Rose Business Technologies Benefits of Software as a Service (SaaS) Software as a Service (SaaS) may be defined simply as software applications deployed over the Internet. With SaaS, a third-party provider licenses an application

More information

Brivo OnAir TOTAL COST OF OWNERSHIP (TCO) How Software-as-a-Service (SaaS) lowers the Total Cost of Ownership (TCO) for physical security systems.

Brivo OnAir TOTAL COST OF OWNERSHIP (TCO) How Software-as-a-Service (SaaS) lowers the Total Cost of Ownership (TCO) for physical security systems. Brivo OnAir TOTAL COST OF OWNERSHIP (TCO) How Software-as-a-Service (SaaS) lowers the Total Cost of Ownership (TCO) for physical security systems. WHITE PAPER Page 2 Table of Contents Executive summary...

More information

Looking Ahead The Path to Moving Security into the Cloud

Looking Ahead The Path to Moving Security into the Cloud Looking Ahead The Path to Moving Security into the Cloud Gerhard Eschelbeck Sophos Session ID: SPO2-107 Session Classification: Intermediate Agenda The Changing Threat Landscape Evolution of Application

More information

Guarantee Microsoft Office 365 end-user experience

Guarantee Microsoft Office 365 end-user experience Guarantee Microsoft Office 365 end-user experience APPLICATION BRIEF Guarantee Microsoft Office 365 end-user experience Most enterprises are considering moving their Office productivity tools to the cloud,

More information

How software as a service is revolutionizing automated new business and underwriting systems

How software as a service is revolutionizing automated new business and underwriting systems How software as a service is revolutionizing automated new business and underwriting systems Life insurance and annuity carriers today face intensified pressures to reduce costs and improve efficiencies

More information

The Software as as Service Delivery Model for E-Learning Lower Total Cost of Ownership & Higher Return on Investment

The Software as as Service Delivery Model for E-Learning Lower Total Cost of Ownership & Higher Return on Investment The Software as as Service Delivery Model for E-Learning Lower Total Cost of Ownership & Higher Return on Investment Table of Contents A. What is a Software as a Service Provider? B. Benefits of Using

More information

SaaS the new normal. Service-now.com, Terry Brown

SaaS the new normal. Service-now.com, Terry Brown SaaS the new normal Service-now.com, Terry Brown Discussion Points Undeniable evolution What is SaaS? How can you benefit from SaaS Creating an ITSM solution at John Maneely Company Business drivers affecting

More information

SMART Service Desk. Implementation of ITIL Service Desk for a Leading Automotive Distributor

SMART Service Desk. Implementation of ITIL Service Desk for a Leading Automotive Distributor SMART Service Desk www.smartservicedesk.com Success Story Implementation of ITIL Service Desk for a Leading Automotive Distributor A leading automotive distributor, Abdul Latif Jameel Financial Services

More information

SACM and CMDB Strategy and Roadmap. David Lowe ActionableITSM.com March 20, 2012

SACM and CMDB Strategy and Roadmap. David Lowe ActionableITSM.com March 20, 2012 SACM and CMDB Strategy and Roadmap David Lowe ActionableITSM.com March 20, 2012 Disclaimer The strategy and roadmap information presented here is generic by nature and based on a highly hypothetical use

More information

What Every Business Needs to Know When Selecting a Phone System

What Every Business Needs to Know When Selecting a Phone System What Every Business Needs to Know When Selecting a Phone System 2013 RingCentral, Inc. 1 Introduction Whether you are starting a new business or expanding your existing business, you will need to choose

More information

I D C T E C H N O L O G Y S P O T L I G H T

I D C T E C H N O L O G Y S P O T L I G H T I D C T E C H N O L O G Y S P O T L I G H T AP M S a a S and An a l yt i c s S t e p U p t o Meet the N e e d s o f M odern Ap p l i c a t i o n s, M o b i le Users, a n d H yb r i d C l o ud Ar c h i

More information

Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs

Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs Kaseya White Paper Proactive Service Level Monitoring: A Must Have for Advanced MSPs Providers of IT services, such as systems integrators, are expanding rapidly into the managed services arena, and becoming

More information

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.

More information

Saas vs. Traditional ERP: Which is Right for You?

Saas vs. Traditional ERP: Which is Right for You? Saas vs. Traditional ERP: Which is Right for You? Eric Kimberling President and Chairman Panorama Consulting Solutions www.panorama-consulting.com Phone: 720-515-1ERP Twitter: @erickimberling 1 Agenda

More information

Email Archiving: To SaaS or not to SaaS?

Email Archiving: To SaaS or not to SaaS? Proofpoint Email Archiving Whitepaper: A look at the pros and cons of Software-as-a-Service and how they apply to email archiving. threat protection compliance archiving & governance secure communication

More information

Making HR Simpler. A Guide to Software as a Service. Cezanne Software White Paper

Making HR Simpler. A Guide to Software as a Service. Cezanne Software White Paper Making HR Simpler A Guide to Software as a Service Cezanne Software White Paper Contents Introduction... 1 What is SaaS?... 2 What are the Benefits?... 3 Food for Thought... 4 Finding the Right Supplier...

More information

BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER

BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER BMC Cloud Management Functional Architecture Guide TECHNICAL WHITE PAPER Table of Contents Executive Summary............................................... 1 New Functionality...............................................

More information

5 CMDB GOOD PRACTICES

5 CMDB GOOD PRACTICES 5 CMDB GOOD PRACTICES - Preparing for Service Asset and Configuration Management Wade Palmer, Director of IT Services ii TABLE OF CONTENTS INTRODUCTION... 1 1. KEY CMDB ELEMENTS... 1 2. IT CHANGE MANAGEMENT

More information

SaaS Partner Solutions

SaaS Partner Solutions ADAM Software is the global provider of DAM software for the enterprise Our SaaS Partners network create and deliver ADAM-based SaaS solutions ADAM Software SaaS Partner Solutions ADAM Software Contents

More information

Making the Transition. From ISV to SaaS. with Xterity Wholesale Cloud

Making the Transition. From ISV to SaaS. with Xterity Wholesale Cloud Making the Transition From ISV to SaaS with Xterity Wholesale Cloud CONTENTS: 1 The New Business Model...Page 3 2 Business Challenges...Page 5 3 Technology Challenges...Page 7 4 Xterity Wholesale Cloud...Page

More information

CENTER I S Y O U R D ATA

CENTER I S Y O U R D ATA I S Y O U R D ATA CENTER R E A DY F O R S D N? C R I T I C A L D ATA C E N T E R C O N S I D E R AT I O N S FOR SOFT WARE-DEFINED NET WORKING Data center operators are being challenged to be more agile

More information

Cautela Labs Cloud Agile. Secured. Threat Management Security Solutions at Work

Cautela Labs Cloud Agile. Secured. Threat Management Security Solutions at Work Cautela Labs Cloud Agile. Secured. Threat Management Security Solutions at Work Security concerns and dangers come both from internal means as well as external. In order to enhance your security posture

More information

Monetizing Software as a Service Solutions. June 12, 2008 Version 1.0

Monetizing Software as a Service Solutions. June 12, 2008 Version 1.0 Monetizing Software as a Service Solutions June 12, 2008 Version 1.0 Monetizing SaaS Solutions The research firm Gartner defines SaaS as, hosted software based on a single set of common code and data definitions

More information

agility made possible

agility made possible SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012 Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available

More information

VENDOR SELECTION: WHERE TO BEGIN?

VENDOR SELECTION: WHERE TO BEGIN? VENDOR SELECTION: WHERE TO BEGIN? INTRODUCTION Selecting the right software for your organization, regardless if it s a best-of breed HR or Sales application or a full-fledged ERP system, can be a daunting

More information

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,

More information

Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model

Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model WHITE PAPER Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model Contents 1 Executive Overview 2 Issues and Challenges Implementing and Maintaining Supply Chain Collaboration

More information

Five Tactics to Kick Start Your Hybrid Cloud Strategy

Five Tactics to Kick Start Your Hybrid Cloud Strategy March 2016 Five Tactics to Kick Start Your Table of Contents High-Performance IT Environments Drive Revenue and Agility 3 What is Hybrid Cloud? 4 Five Keys for Hybrid Cloud Success: 1. Start with a Business

More information

Developing SAP Enterprise Cloud Computing Strategy

Developing SAP Enterprise Cloud Computing Strategy White Paper WFT Cloud Technology SAP Cloud Integration Service Provider Developing SAP Enterprise Cloud Computing Strategy SAP Cloud Computing is a significant IT paradigm change with the potential to

More information

ITIL A guide to service asset and configuration management

ITIL A guide to service asset and configuration management ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing

More information

SMART Service Desk. Abhijeet Group Implements SMART Service Desk IT Service Management Solution

SMART Service Desk. Abhijeet Group Implements SMART Service Desk IT Service Management Solution SMART Service Desk www.smartservicedesk.com Success Story Abhijeet Group Implements SMART Service Desk IT Service Management Solution Abhijeet Group is a well-diversified business entity with significant

More information

TCO and ROI Calculations Help Make the Case

TCO and ROI Calculations Help Make the Case SaaS Saves Money & Improves Operations: TCO and ROI Calculations Help Make the Case White Paper: Benefits of SaaS SaaS Saves Money & Improves Operations: Contents Introduction............................................................................................

More information

SOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture

SOLUTION WHITE PAPER. BMC Manages the Full Service Stack on Secure Multi-tenant Architecture SOLUTION WHITE PAPER BMC Manages the Full Service Stack on Secure Multi-tenant Architecture Table of Contents Introduction................................................... 1 Secure Multi-tenancy Architecture...................................

More information

Simplify and Automate IT

Simplify and Automate IT Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR

More information

March 6, 2013 Muscat, Oman

March 6, 2013 Muscat, Oman March 6, 2013 Muscat, Oman Business Agility with Cloud Solutions Deniz Kilyar Director, SAP Line of Business & Mobility Solutions 11 Lines of Business The SAP product strategy embraces the Cloud Cloud

More information

Kent State University s Cloud Strategy

Kent State University s Cloud Strategy Kent State University s Cloud Strategy Table of Contents Item Page 1. From the CIO 3 2. Strategic Direction for Cloud Computing at Kent State 4 3. Cloud Computing at Kent State University 5 4. Methodology

More information

From SaaS to SaaC True Software as a Service is about CHOICE

From SaaS to SaaC True Software as a Service is about CHOICE Recognized by Forrester as an Emerging Leader From SaaS to SaaC True Software as a Service is about CHOICE Author: Vance F. Brown Innovative Technology Built Upon Yesterday s Values What is SaaS? The term

More information

Planning the Migration of Enterprise Applications to the Cloud

Planning the Migration of Enterprise Applications to the Cloud Planning the Migration of Enterprise Applications to the Cloud A Guide to Your Migration Options: Private and Public Clouds, Application Evaluation Criteria, and Application Migration Best Practices Introduction

More information

The Advantages of Security as a Service versus On-Premise Security

The Advantages of Security as a Service versus On-Premise Security The Advantages of Security as a Service versus On-Premise Security ABSTRACT: This document explores the growing trend of hosted/managed security as a service and why the cloud is quickly becoming the preferred

More information

Cloud-Testing vs. Testing a Cloud

Cloud-Testing vs. Testing a Cloud Cloud- vs. a Cloud - 10th Annual International Software Conference 2010 Neha Mehrotra Abstract This white paper introduces Cloud computing business model which has been the natural evolution of the adoption

More information

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud VALUE PROPOSITION FOR SERVICE PROVIDERS Helping Service Providers accelerate adoption of the cloud Partnership with Service Providers Enabling Your Cloud Services in Complex Environments Today s challenge

More information

Openbravo Subscription and Recurring Billing Managing a Subscription-based Business and How a Technology Giant Did It

Openbravo Subscription and Recurring Billing Managing a Subscription-based Business and How a Technology Giant Did It Openbravo Subscription and Recurring Billing Managing a Subscription-based Business and How a Technology Giant Did It 1 Presenter Jon Setuain Senior Consultant at Openbravo 2 Trusted Vendor World leader

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

IBM IT Service Management. Service Definition

IBM IT Service Management. Service Definition Service Definition 1 1. Summary 1.1 Service Description IBM SmartCloud Control Desk (SaaS) is a service management solution that includes or supports the following processes: Knowledge Management Service

More information

The pundits have declared that client virtualization. Best Practices in Desktop Virtualization

The pundits have declared that client virtualization. Best Practices in Desktop Virtualization 1 The pundits have declared that client virtualization is one of the next big trends in enterprise IT, so it s time for IT decision makers to take a serious look. What will you find? A lot of hype, that

More information

CMDB Essential to Service Management Strategy. All rights reserved 2007

CMDB Essential to Service Management Strategy. All rights reserved 2007 CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange

More information

InforCloudSuite. Facilities Management Handbook. Overview

InforCloudSuite. Facilities Management Handbook. Overview InforCloudSuite Facilities Management Handbook Overview What if... You could better control the operating and workforce expenses of maintaining your facilities, equipment, and grounds while also improving

More information