Service Management is Coming of Age
A View from the Top by Jamal Labed, COO Staff&LineThe service management market is a mature, well established sector and spans back at least 20 years during which time it has evolved quite considerably. This is perfectly illustrated by the latest global trend which has recently gathered pace and that is the implementation of ITIL, the best practice framework. Today ITIL is very closely linked with service management, especially since the launch of ITIL v3.
It is interesting because ITIL was almost unknown three of four years ago outside of UK and The Netherlands, whereas today, everyone is not only talking about it, but we can see across our customer database that most, if not all are implementing a vast number of ITIL best practices. This demonstrates how much the market has matured, because implementing best practice and automating operational processes is a key indicator that a market is coming of age. Organisations are not only focused on ITIL but other industry standards such as ISO20000 and ensuring compliance. For many of the companies that we talk to this is extremely important and is well understood by senior management – a remarkable sea change in just a few years. Continued...
Gartner Content
- The IT Service Desk Market Is Ready for SaaS
- David M. Coyle
- 17 April 2009
- The IT service desk market is well-positioned to use the software-as-a-service (SaaS) licensing and delivery model. We expect a significant increase in this market, as more solutions become available and customers increasingly seek alternative purchasing options.
- The number of service desk implementations delivered as SaaS is still small, but it represents a fast-growing market segment.
- Increased speed to implementation at a lower cost is a potential advantage of SaaS, compared with traditional on-premises licensing models.
- Several key IT service desk vendors will be introducing SaaS solutions in 2009.
- If you're evaluating new solutions, then consider SaaS IT service desk tools as a viable alternative to traditional on-premises models.
- Make the integration between the SaaS IT service desk tool and other IT service management (ITSM) tools in your environment a key selection criteria.
- Include the cost of upgrading your on-premises service desk tool to the latest version every few years into the long-term total cost of ownership (TCO) comparison between SaaS and traditional solutions.
Staff&Line Content
- Cost Control: The Value Proposition
- The greatest area of costs in an IT portfolio is generally in providing the necessary infrastructure to "keep the lights on."
- Making IT Management Easy
- 2009 has seen a new look for Staff&Line with greater emphasis on making IT management easier. And, the launch of our flagship product EasyVista, a fully integrated software suite for IT Asset Management and IT Service Management, in two new options – EasyVista Classic and EasyVista.com (SaaS) – has further accentuated just how we can help organisations "Make IT Easy".
- It's the service part of SaaS that will figure most
- Software-as-a-service (SaaS) has become a global phenomenon and we predict that there will be a revolution in this space over the next few years. SaaS is transforming the way organisations are utilising software. Instead of having software installed on a desktop, PC or server, software is delivered literally 'as a service' via a Web browser or via application virtualisation. Put simply, if you have access to the Internet you can utilise SaaS software.
