As revealed by the survey, early adopters of the SaaS model for the IT help desk are realizing advantages, including operational savings, flexibility, and speed.  The combination of proven, field-hardened SaaS platforms (such as salesforce.com) with proven, mature IT help desk software (such as the BMC Remedy IT Service Management Suite) can lower the risk and speed the ROI of deploying a SaaS solution. For example, such solutions can speed implementation, make IT staff productive more quickly, and enforce good standardized processes — all of which save you time and money.

 

Based on our experience with the help desk, BMC is confident that as SaaS becomes more firmly entrenched in the IT help desk, it will open up new opportunities for efficiencies, including improving communication, collaboration, and first-call problem solving by taking advantage of the social Web. SaaS eventually could establish new benchmarks for IT help desk responsiveness and performance among business users, making the move to the cloud a competitive necessity for businesses in some industries.

 

Everyone in IT today is thinking about how to do things better, faster, and cheaper. One  way to achieve this goal is to focus on the things that the business is known for — your products and services — and outsource the things that aren’t your specialty, such as certain kinds of IT management. For many companies, SaaS will liberate the IT help desk staff from drudgery so that they can focus 100 percent of their efforts on keeping business people working.

 

Although many organizations are still hesitant to adopt SaaS offerings as part of their service portfolio, this survey demonstrates that SaaS solutions are making great headway in addressing concerns over security, privacy, and datalogistics. As more and more IT and business service decisions are being made with a broader effect on the business perspective, the allure of the SaaS model is in fact being justified through the increasing statistical data reported by those who have already adopted this alternative service model.

Learn more about SaaS solutions from BMC

By: ITSM Guy