Gartner Research

How to Address SaaS Change Management Using an Agile and Risk-Based Approach

Published: 13 November 2017

ID: G00337550

Analyst(s): Kyle Davis


SaaS change management is one of the top five SaaS challenges for IT, as change control and cadence are no longer in IT's power. This research explains why SaaS change management is so different from traditional strategies, and it advises technical professionals on how to do this effectively.

Table Of Contents

Problem Statement

The Gartner Approach

The Guidance Framework

  • Prework
    • Add SaaS to the Organization's SaaS Census
    • Determine the Risk Level of a SaaS Solution
    • Assess and Evaluate a SaaS Solution
    • Document How a SaaS Provider Performs Change Management
  • Evaluate
    • Change Impact on Functionality That People Use
    • Change Impact on Risk Evaluation of SaaS
  • Pilot
    • Realize the Actual Impact of a Change
    • Establish What Internal Changes Need to Occur
    • Determine Communication and Training Needs
  • Communicate and React
    • Communication
    • Training
    • Execution of Internal Changes
  • SaaS Providers Do Not Always Behave Like Software Vendors

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