The recent Forrester SaaS for IT Service Management (ITSM) Market Overview has proved popular but I thought it wise to step back from its focus on SaaS for a moment to talk about “choice.” That is choice of delivery model for ITSM-enabling capabilities; both upfront and over time. You might argue that this is flexibility rather than choice; but to me it is choice – on-premises, SaaS, or maybe both. If you look at the figure below it’s not necessarily a question at the forefront of people’s minds when choosing a new tool, ITSM-enabling or otherwise:
While Price nestles snuggly behind Features and functions, the closest to choice is “Type of software deployment” sitting in seventh place at 44%. It’s good to see that what the tool does is far more important than the delivery model, it’s probably also indicative of the fact that on-premises as a delivery model is not going away.
IMO choice is important; in particular choice between delivery models and also choice over time. It’s also becoming an increasingly high-profile part of ITSM tool vendor selling and marketing/messaging “conversations.” FrontRange in particular has raised the stakes on choice in terms of coining a new term “Hybrid ITSM” and making it core to its value proposition.
Forrester recently published “IT Service Management (ITSM) Case Study: Making The Transition From On Premises To SaaS With BMC” which is available to clients here. For non-clients (or hopefully “future clients”) I thought I’d create a blog on the good practices distilled from the discussion with the BMC client.
The situation … does it sound familiar?
The customer had found itself hamstrung by a highly customized on-premises ITSM tool that was: 1) too costly to run; 2) a poor fit to operational and customer requirements; 3) complicated and cumbersome to use; 4) unable to keep pace with the latest service management thinking; and 5) stranded on an out-of-date version because it would cost too much to upgrade.
The solution …
The customer used a honed set of requirements to select BMC Remedyforce from a shortlist of six SaaS ITSM offerings. In their words, they chose BMC Remedyforce because: 1) it was best suited to the agency's existing and future needs; 2) it was built on the salesforce.com platform; 3) its user experience was similar to (but better than that of) the incumbent Service Desk Express; and 4) it was the most cost effective.
Here's what they did:
The initial deployment managed requests and tasks from both customers and internal IT.
The customer took advantage of subscription-based licensing's ability to flex with demand.
They also used BMC Remedyforce in different scenarios: in internally and externally facing call centers and, in addition to traditional IT support, addressing customer support, app development issues, and human resources (HR).