Yes, there I said it. I can see the “Cult of SaaS” snipers congregating on the rooftops. Oh well, it was fun while it lasted.
In all seriousness though, when ServiceNow was quick to achieve success with its “SaaS-delivered IT service management goodness” at the tail end of the noughties, it was all about the SaaS (and customer satisfaction of course). It differentiated them from the ITSM tool vendor pack.
The "SaaS for ITSM" evolution
In a previous life I wrote about the potential for SaaS-delivered ITSM capabilities: SaaS and ITSM – a Marriage Made in Acronym Heaven? Who would have known that Service-now.com, as was, would have done so well, so quickly? I trust that their own projections were somewhat exceeded.
Some on-premise ITSM tool vendors said “unpleasant things” in the early days, but nigh on all of the major and minor ITSM vendors have since followed suit with their own SaaS offerings. In the spirit of the BBC and product endorsement I have to say that “other ITSM tools are available.” Check out some of the newest SaaS ITSM tool additions from Hornbill, LANDesk, and Numara.
Why is SaaS for ITSM a red herring?
Anyway, cutting to the chase … what sells a SaaS ITSM tool (or platform) such as ServiceNow? Many would think it is the fact that it is SaaS. I disagree.
If you’re sitting on the sidelines waiting for IaaS to become more standardized, stop it. You’ll be waiting there till 2015, while everyone else is building fundamental skills and ramping up their cloud knowledge. So jump in the game already!
In Forrester’s latest report, The State Of Infrastructure-As-A-Service Cloud Standards, we took a long look at the efforts in place today that drive cloud standardization and were not impressed. While there’s lots of effort taking place, progress thus far is miniscule. But that shouldn’t be a big surprise to anyone familiar with the standardization process since:
a. Standards are always in arrears of best practice maturity
b. Collaboration is often time consuming, delaying the creation and ratification process
But why 2015? Standards organizations are still exploring the market needs — which means that by the time they identify where to focus and actually develop a proposed standard it will be at least a year for now. From there it will be a long year of committee meetings to vet and vote on the standard itself and build momentum for its release. And if the standard makes it to release and there’s enough market momentum behind that proposed standard, it will be another year or two before there’s significant adoption where it actually becomes a market standard. The standards timeline is easily three to four years out.