SaaS and ITSM
Two beautifully written articles on Saas and ITSM
1. SaaS and ITSM – a Marriage Made in Acronym Heaven? by Stephen Mann
This article does not dive down into the complexity of SaaS-variants such as SaaS 1.0, 2.0, and 3.0, or the single-tenancy versus multi-tenancy debate, or terminology such as Hybrid SaaS. It does, however, assume a perspective that views enterprise interest in SaaS-delivered ITSM solutions in the context of replacing already deployed on-premise ITSM applications – a viewpoint that is also used by many vendors to calculate the Return On Investment. Moving from on-premise Product A to SaaS Product B rather than determining the underlying benefits an organisation would realise from utilising their technology to support ITSM processes and procedures.
2. SaaS 3.0 And ITSM, Match Made In Heaven!! by Chris Dancy
The second article is a wonderful overview of Saas, its evolution, maturity levels related to SaaS and its associated with ITSM.
Must read articles both of them!