- Forrester Councils
- Councils Overview
- log in
Posted by Stephen Mann on March 7, 2013
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and cumbersome to use; 4) unable to keep pace with the latest service management thinking; and 5) stranded on an out-of-date version because it would cost too much to upgrade.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:
Remedyforce also met the organization's expectations of an online, open, and flexible tool.
Lessons learned: the dos and don’ts
The customer decided to Focus On Near-Term Business Requirements and:
They also decided to Not Force The New SaaS Solution Into The Old On-Premises Tool's Box and as such aimed to learn from previous mistakes:
And finally some recommendations from me …
For a SaaS tool to truly be successful, IT or ITSM professionals need to:
So there you have it. A quick blog offering commonsense advice that sometimes isn’t as common as it should be. I hope it helps and, as always, I'm interested in your comments and thoughts.
Want to know more about SaaS ITSM Tools? Try this.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
Free On-Demand and Live Events
Latest events from Forrester analysts, online and in person. »