Gartner Research

Survey Analysis: How to Interpret SaaS-Based IT Service Desk Tool Myths, Reality and Recommendations

Published: 08 October 2013

ID: G00255417

Analyst(s): Jarod Greene, Jeffrey Brooks, Chris Matchett


SaaS-based ITSD and IT service support management tools are becoming increasingly popular. Infrastructure and operations leaders evaluate the pros and cons of SaaS and on-premises solutions to avoid customization and integration challenges and negotiate one year proof of concept deals with vendors.

Table Of Contents

Survey Objective

Data Insights

  • Which ITSD vendor provides your organization's service desk tool solution?
  • How is your organization's service desk solution deployed?
  • By implementing a SaaS solution, was your organization able to reduce staff supporting the ITSD system?
  • Did your organization encounter any unforeseen technical challenges while implementing the SaaS solution?
  • Relative to your organization's on-premises install, how long did the initial roll-out of the SaaS tools take?
  • How likely is your organization to renew its service desk contract with the IT service desk vendor provider at the end of the contract term?
  • Methodology

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