Gartner Research

Evaluating Public Cloud SaaS Providers: Developing RFP Criteria

Published: 28 June 2013

ID: G00251393

Analyst(s): Kyle Hilgendorf , Bill Pray, Ian Glazer


Technical professionals must scrutinize public cloud software-as-a-service solutions to determine whether providers meet their enterprise's core IT requirements. Gartner identifies such requirements and describes a methodology that customers can use to evaluate leading providers and solutions.

Table Of Contents

Summary of Findings

Guidance Context

  • Problem Statement
  • SaaS Primer: Not As Easy As You Might Think
  • Guidance Applicability
  • Gartner Definitions

The Gartner Approach

The Guidance Framework

  • Pre-work
  • Technical Evaluation Criteria
    • Identity
    • Integration
    • Management
    • Security
    • Storage
    • Network
  • Business Evaluation Criteria
    • Pricing and Billing
    • Service Levels and SLAs
    • Support and Communication
  • Service-Specific Criteria
    • Features/Functionality
    • Mobile Support
    • User Experience
  • Identify the Unique Business and Technical Requirements
  • Customize the Evaluation Criteria to the Enterprise's Unique Requirements
  • Plan for and Implement Hybrid IT
  • Administer the Criteria

Risks and Pitfalls

Recommended Reading


©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.