The Future of ITSM is the ascension to a cloud-based approach. This service, also called SaaS (Software as a Service) is a necessary addition to the traditional on premise software. Even though this transition is currently in the works, according to Gartner only 5% of ITSM vendors have embraced SaaS technology. Gartner believes that percentage will spike to 50% by 2015.
The new customer experience dictates the transition to SaaS. Interestingly, culture is one driving evolutionary force in the business climate. Cloud technology gave the Generation Y demographic the ability to work on various mobile devices at any time. Mobility, and ubiquity are now expected. These, in turn, perpetuate the drive to the cloud.
This culture changes businesses’ needs. Now, the modern business interacts with customers via the cloud by sharing, tracking and analyzing information. Here is where a SaaS service is invaluable. These practices require an elastic ITSM model that can respond appropriately to potential viral popularity, erratic workloads, and ubiquitous hours, while measuring and billing the services used. SaaS keeps up with businesses as they keep up with customers’ fast-paced needs and desires.
This current business environment requires certain adaptive traits in ITSM vendors. The most “agile” vendors will thrive in the industry’s future. “Agility,” in the business, consists of two important dynamics: it describes the flexibility in adding new features to the software, and the speed at which they respond to a customer’s need.
The cloud enables agility. As ITSM embraces SaaS, the hollow husk of standardized and slow moving change requests will give way to continuous release and automated self-managing applications that allocate resources on their own. The vendor that can restructure the change process most efficiently will optimize the speed and freedom of the cloud-based approach without the errors involved in faster production and change. Speeding up the rate of production and change, developers imagine, will lead to a customer experience that is highly intuitive, and predictive of problems.
Not only does SaaS have the capability to offer much faster and more comprehensive services, some think it inherently creates a tighter connection between the customer and vendor. On-premise service, at its worst, can mean paying up front for a product, being locked into the original implementation and potentially being ignored. SaaS guarantees that a quality customer experience determines the vendor’s returns.
SaaS will be an increasing factor in ITSM’s variety of comprehensive solutions for the variation and velocity of the modern business and customer.