The value of SAAS for ITSM


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April 2010 HDI Meeting

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The value of SAAS for ITSM

  1. 1. The Value of SaaS for ITSM<br />For: HDI Motown<br />April 9th, 2010<br />
  2. 2. Presenter<br />Vernon L. Palango<br />ITSM Practice Manager, InteQ Corporation<br />25 Years IT Experience<br />ITIL V2 Service Manager<br />ITIL V3 Expert<br />ITIL Accredited Course Director<br />2<br />
  3. 3. Agenda<br /> What is SaaS Anyway?<br /> Why is the Business moving to SaaS<br /> Where Might SaaS Apply for ITSM?<br /> SaaS and the Service Desk<br />3<br />
  4. 4. What is SaaS Anyway?<br />Is SaaS the Cloud?<br />NO… Not Really<br />4<br />Cloud computing is a general term for anything that involves delivering hosted services over the Internet.<br /><ul><li></li></ul>However… SaaS Does Use Cloud Computing<br />
  5. 5. What is SaaS Anyway?<br />Are SaaS and ASP Providers the same?<br />Definitely NOT!<br />5<br />The ASP Model concentrates on acquiring an application, and reselling it as a managed service<br />However… SaaS does build on the successes (and failures) of ASPs<br />
  6. 6. What is SaaS Anyway?<br />Software as a Service<br />Makes use of Cloud Computing<br />Is strictly Web Based<br />Is architected specifically for Web Delivery<br />6<br />
  7. 7. Why didn’t ASP work?<br />Right idea… Wrong implementation<br />Economies of scale never worked out<br />Same problems as legacy approach<br />Mostly Client/Server vs. True Web Client software<br />7<br />
  8. 8. SaaS: Software-as-a-Service<br />Server<br />Client<br />Network<br />Client<br />Business <br />Logic Tier<br />Client/Presentation Tier<br />Data Tier<br />8<br />
  9. 9. So why is Business moving to SaaS<br />9<br />SaaS Moving Co.<br />Stop worrying about your technology!<br />
  10. 10. SaaS Has Arrived!<br />10<br />
  11. 11. 11<br />SaaS IT Service Desk is Growing!<br />5x <br />growth in 3 years<br />“SaaS IT service desk vendors currently have 1% to 2% of the overall market, but we expect that number to increase sharply, and that, by 2012, 10% of the IT service desk market will be made up of SaaS solutions.”<br />Gartner 2009 Hype Cycle for <br />Software-as-a-Service<br />
  12. 12. The SaaS Service Desk - Evolution<br />12<br />“CIOs see 2010 as an opportunity to accelerate IT’s transition from a support function to strategic contributor focused on innovation and competitive advantage. They have aspired to this shift for years, but economic, strategic and technological changes have only recently made it feasible.”<br />Mark McDonald Gartner<br />
  13. 13. Analysts Perspectives on SaaS SD?<br />“Deploying an on-demand SaaS Service Desk is especially timely in today’s increasingly challenging economic climate.” <br />THINKStrategies<br />13<br />“SaaS is looming over the Service Desk market; it will transform the market from a software business to a services one”<br />”<br />“27% of business technology professionals polled by InformationWeek 2010 SaaS Survey are using a SaaS service desk application.” <br />“<br />“Most new implementations being a ‘rip and replace’ of established solutions”…”a new service desk implementation is easier and more cost-effective than trying to upgrade” <br />Gartner <br />Get on the bus and be part of the solution<br />
  14. 14. What’s the Value<br />From the customer’s perspective, VALUE consists of two primary elements: utility or fitness for purpose and warranty or fitness for use.<br /> -Service Strategy<br />Utility<br />Focus on Business Needs<br />Lack of focus on Technology<br />Achieves the promise of ITSM “Services”<br />Lower Cost<br />Warranty<br />Real Measurable SLAs<br />Upgrades<br />Built for business speed<br />14<br />
  15. 15. The Business Impact of SaaS<br />CRM (aka<br />Addresses a highly mobile workforce<br />Focus on the data & processing, not technology<br />Ease of integration to common desktop tools<br />Transformational Applications utilizing SaaS:<br />Social Networking<br />Linkedin<br />Facebook<br />Twitter<br />Email<br />Tax Preparation<br />15<br />All these applications give what were once the realm of enterprise class systems in simple web delivery, with utilities, wizards, and turnkey capabilities.<br />
  16. 16. SaaS for ITSM & The Service Desk<br />16<br />
  17. 17. ITSM Tools & SaaS<br />17<br />
  18. 18. The Service Desk<br />18<br />
  19. 19. ITIL<br />19<br />
  20. 20. The Collision<br />Business Value<br />Economy<br />The Cobblers Children<br />On-Demand Capacity<br />Value of the service, not the infrastructure <br />Acceptance<br /><ul><li>Outsourcing vs. insourcing or hybrid
  21. 21. Virtualization Enables
  22. 22. No longer Bleeding Edge
  23. 23. Frustration with legacy vendors (costs, services, integration)</li></ul>20<br />
  24. 24. Enable the IT Service Value Chain<br />21<br />External Supplier Participation<br />The IT ERP System<br />Customers Receive & Request Services<br />IT Focuses on the Business<br />
  25. 25. SaaS & Upgrades<br />22<br />
  26. 26. The Simplicity of SaaS<br /> Designed to be upgraded<br />Configuration vs. Customization<br />IT Focused on Business Needs<br />VERY short implementation times (typically)<br />Small initial financial committments<br />23<br />
  27. 27. Not-SaaS vs. SaaS<br /> SaaS is not “Remedy on the Web”<br />SaaS isn’t re-hosting your existing application<br />SaaS Isn’t an ASP<br />SaaS is architected specifically for Web Delivery<br />SaaS removes management complexity.<br />Multi-Tenancy <br />24<br />Not-SaaS<br />SaaS<br />ASP<br />
  28. 28. Not all SaaS is the same!<br /> Look for the ASP in SaaS Clothing<br /> Are you customizing or configuring?<br /> Is it built for Web Based Performance?<br /> Lots of different levels of offerings… One size doesn’t fit all<br />25<br />
  29. 29. Concerns with SaaS<br />"My Internet connection sucks!"  <br />"I don't trust the Internet..."  <br />"I always forget to hit the 'save' button."  <br />"I don't understand why (insert SaaS app here) can't just (insert desireable feature here)" <br /> "What do you mean ten years from now I'll still be paying for this thing?"  <br />26<br />From the Article “5 Reasons Why SaaS Sucks”<br />
  30. 30. What does the future hold for SaaS<br />Rapidly Developing Capabilities<br />Web Service Integration – AKA “The Cloud” Matures<br />The Utility Mindset Matures<br />Expansion into all IT Tool Areas<br />Best of Breed Vendors, working together in consortiums<br />27<br />
  31. 31. Conclusions<br />Cloud computing and are here to stay, although they will significantly evolve <br />Opportunity to offer a more flexible and efficient computing environment<br />SaaS Enables service-centric IT<br />28<br />
  32. 32. Questions<br />29<br />