2010 was a watershed year in the evolution of the Softwareas a Service (SaaS) industry. Worldwide sales of SaaS tools within the enterprise application software market exceeded $9B.1 The industry bellwether— Salesforce.com — continued to grow its revenue dramatically.
A variety of IT research organizations predicted that by 2014 SaaS products would account for more than 40 percent of all new software sales. […]
A few weeks ago, I had the pleasure of meeting with one of our customers’ IT leadership team for an IT Service Management strategy planning session. The organizations primary business is producing hardware and software. Their secondary line of business is hosting and managing IT Service Management solutions. As you would imagine, they are always looking at ways to improve the variety of services and the delivery and management […]
We’ve all heard the jokes about the “helpless desk.” Employees complain about the lack of service. Help desk staff lament the lack of respect. The fact is the help desk represents a huge opportunity. It occupies critical real estate in the enterprise. It’s where IT meets the business, and ultimately, cements the impression that many employees have of the IT department as a whole. […]
I love this question. Simply because most folks in IT Service Management would respond with something like, “Well, it depends…”
And in some instances….that is an accurate statement. It really depends upon what the box is labeled, and then, “who packed the box”, but most importantly, “what you do with the contents of the box once it has been unpacked”. So let’s take a look in detail at […]