In a recent article, BMC Product Management Director Simon King, began his argument that one size of ITSM tools no longer fits all organizations with a quick overview of how companies differ:
Company size (that is, small, midsize, or large enterprises)
Scale, complexity, and rate of change of IT environment
Geographical spread of the company
Distribution of user groups supported (field, desk-based, etc.)
Depending on any one, or combination, of these variables, customers have various needs for managing IT.
“Along the way, IT groups have discovered that one size no longer fits all,” said King. “Some organizations especially smaller ones — are finding that ITSM delivered in a SaaS model better suits their needs because it’s more affordable. Others still see the need for on-premise solutions due to stringent security requirements. And some are benefitting from a hybrid implementation, which uses a SaaS delivery model for some services and on-premise for others.
“Some organizations are just beginning to use ITSM and mainly require simple tools to meet the needs of individual silos. These organizations are looking primarily to ensure efficient help desk operations. Others are at a different ITSM maturity level and wish to accelerate the development of best practices and increase efficiency across groups. They need more sophisticated solutions that implement best-practice processes across multiple IT disciplines based on IT Infrastructure Library (ITIL®) guidelines.”
By Alf Abuhajleh