The value of SAAS for ITSM

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April 2010 HDI Meeting

April 2010 HDI Meeting

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  • 1. The Value of SaaS for ITSM
    For: HDI Motown
    April 9th, 2010
  • 2. Presenter
    Vernon L. Palango
    ITSM Practice Manager, InteQ Corporation
    25 Years IT Experience
    ITIL V2 Service Manager
    ITIL V3 Expert
    ITIL Accredited Course Director
    2
  • 3. Agenda
    What is SaaS Anyway?
    Why is the Business moving to SaaS
    Where Might SaaS Apply for ITSM?
    SaaS and the Service Desk
    3
  • 4. What is SaaS Anyway?
    Is SaaS the Cloud?
    NO… Not Really
    4
    Cloud computing is a general term for anything that involves delivering hosted services over the Internet.
    • whatis.com
    However… SaaS Does Use Cloud Computing
  • 5. What is SaaS Anyway?
    Are SaaS and ASP Providers the same?
    Definitely NOT!
    5
    The ASP Model concentrates on acquiring an application, and reselling it as a managed service
    However… SaaS does build on the successes (and failures) of ASPs
  • 6. What is SaaS Anyway?
    Software as a Service
    Makes use of Cloud Computing
    Is strictly Web Based
    Is architected specifically for Web Delivery
    6
  • 7. Why didn’t ASP work?
    Right idea… Wrong implementation
    Economies of scale never worked out
    Same problems as legacy approach
    Mostly Client/Server vs. True Web Client software
    7
  • 8. SaaS: Software-as-a-Service
    Server
    Client
    Network
    Client
    Business
    Logic Tier
    Client/Presentation Tier
    Data Tier
    8
  • 9. So why is Business moving to SaaS
    9
    SaaS Moving Co.
    Stop worrying about your technology!
  • 10. SaaS Has Arrived!
    10
  • 11. 11
    SaaS IT Service Desk is Growing!
    5x
    growth in 3 years
    “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.”
    Gartner 2009 Hype Cycle for
    Software-as-a-Service
  • 12. The SaaS Service Desk - Evolution
    12
    “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.”
    Mark McDonald Gartner
  • 13. Analysts Perspectives on SaaS SD?
    “Deploying an on-demand SaaS Service Desk is especially timely in today’s increasingly challenging economic climate.”
    THINKStrategies
    13
    “SaaS is looming over the Service Desk market; it will transform the market from a software business to a services one”

    “27% of business technology professionals polled by InformationWeek 2010 SaaS Survey are using a SaaS service desk application.”

    “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”
    Gartner
    Get on the bus and be part of the solution
  • 14. What’s the Value
    From the customer’s perspective, VALUE consists of two primary elements: utility or fitness for purpose and warranty or fitness for use.
    -Service Strategy
    Utility
    Focus on Business Needs
    Lack of focus on Technology
    Achieves the promise of ITSM “Services”
    Lower Cost
    Warranty
    Real Measurable SLAs
    Upgrades
    Built for business speed
    14
  • 15. The Business Impact of SaaS
    CRM (aka SalesForce.com)
    Addresses a highly mobile workforce
    Focus on the data & processing, not technology
    Ease of integration to common desktop tools
    Transformational Applications utilizing SaaS:
    Social Networking
    Linkedin
    Facebook
    Twitter
    Email
    Tax Preparation
    15
    All these applications give what were once the realm of enterprise class systems in simple web delivery, with utilities, wizards, and turnkey capabilities.
  • 16. SaaS for ITSM & The Service Desk
    16
  • 17. ITSM Tools & SaaS
    17
  • 18. The Service Desk
    18
  • 19. ITIL
    19
  • 20. The Collision
    Business Value
    Economy
    The Cobblers Children
    On-Demand Capacity
    Value of the service, not the infrastructure
    Acceptance
    • Outsourcing vs. insourcing or hybrid
    • 21. Virtualization Enables
    • 22. No longer Bleeding Edge
    • 23. Frustration with legacy vendors (costs, services, integration)
    20
  • 24. Enable the IT Service Value Chain
    21
    External Supplier Participation
    The IT ERP System
    Customers Receive & Request Services
    IT Focuses on the Business
  • 25. SaaS & Upgrades
    22
  • 26. The Simplicity of SaaS
    Designed to be upgraded
    Configuration vs. Customization
    IT Focused on Business Needs
    VERY short implementation times (typically)
    Small initial financial committments
    23
  • 27. Not-SaaS vs. SaaS
    SaaS is not “Remedy on the Web”
    SaaS isn’t re-hosting your existing application
    SaaS Isn’t an ASP
    SaaS is architected specifically for Web Delivery
    SaaS removes management complexity.
    Multi-Tenancy
    24
    Not-SaaS
    SaaS
    ASP
  • 28. Not all SaaS is the same!
    Look for the ASP in SaaS Clothing
    Are you customizing or configuring?
    Is it built for Web Based Performance?
    Lots of different levels of offerings… One size doesn’t fit all
    25
  • 29. Concerns with SaaS
    "My Internet connection sucks!"  
    "I don't trust the Internet..."  
    "I always forget to hit the 'save' button."  
    "I don't understand why (insert SaaS app here) can't just (insert desireable feature here)"
     "What do you mean ten years from now I'll still be paying for this thing?"  
    26
    From the Article “5 Reasons Why SaaS Sucks”
  • 30. What does the future hold for SaaS
    Rapidly Developing Capabilities
    Web Service Integration – AKA “The Cloud” Matures
    The Utility Mindset Matures
    Expansion into all IT Tool Areas
    Best of Breed Vendors, working together in consortiums
    27
  • 31. Conclusions
    Cloud computing and are here to stay, although they will significantly evolve
    Opportunity to offer a more flexible and efficient computing environment
    SaaS Enables service-centric IT
    28
  • 32. Questions
    29